Community Manager (Customer Support)

TL;DR

Community Manager (Customer Support): Managing social media interactions and customer queries for digital subscription products with an accent on brand sentiment and real-time engagement. Focus on resolving billing and technical issues, managing DMs, and utilizing AI-assisted tools for efficient communication.

Location: Remote (Must be based in Portugal)

Company

hirify.global provides 24/7 brand protection, sentiment management, and customer engagement services for global brands.

What you will do

• Respond to public comments and manage DMs across social channels using the correct brand tone.
• Handle customer support cases end-to-end using a CRM to track history and document outcomes.
• Support users with account access, subscriptions, billing, refunds, and cancellations.
• Perform basic product guidance and technical triage, escalating high-risk or VIP issues.
• Utilize AI-assisted drafting tools to maintain response speed, accuracy, and empathy.
• Ensure consistent quality of communication across rotating shift schedules.

Requirements

• Must be based in Portugal.
• 2+ years of experience in social care, community management, or CX support.
• Fluent English (written and oral).
• Spanish proficiency of B1 level or above.
• Ability to work an 8-hour shift on a rotating schedule.
• High School Diploma or equivalent.

Nice to have

• Near native fluency in Portuguese.
• Experience supporting SaaS or subscription-based digital products.
• Familiarity with social tools such as Sprout Social or Sprinklr.
• Experience with generative AI tools.

Culture & Benefits

• 100% remote work arrangement.
• Continuous learning and career growth opportunities within a global team.
• Competitive compensation based on local market rates.
• Diverse and inclusive environment that values employee feedback and suggestions.
• Opportunity to work with innovative global brands.