Customer Experience Representative (SaaS)

TL;DR

Customer Experience Representative (SaaS): Managing meaningful interactions with stakeholders and handling high-impact business topics such as onboarding, contract management, and retention with an accent on B2B2C ecosystem optimization. Focus on improving customer journeys, executing outbound campaigns, and collaborating with cross-functional teams to ensure high-quality service delivery.

Location: Hybrid (Lisbon, Portugal)

Company

hirify.global is a global leader in employee benefits and engagement, operating across 29 countries to help organizations attract and retain talent.

What you will do

• Manage interactions with stakeholders regarding onboarding, relationship management, and ongoing support.
• Handle complex, value-driven topics including contract renewals and commercial discussions.
• Conduct onboarding sessions and manage ticket resolution using Salesforce CRM.
• Participate in outbound campaigns to drive customer retention and cross-selling opportunities.
• Collaborate with Sales, Operations, Finance, and Product teams to optimize customer journeys.

Requirements

• Experience in Customer Experience, Customer Care, or Support roles.
• Fluent Portuguese and English language proficiency.
• Must be based in Lisbon, Portugal for a hybrid work model.
• Hands-on experience with Salesforce or similar CRM tools.
• Comfort working with SaaS platforms and digital products.

Nice to have

• Exposure to commercial topics such as retention, renegotiation, or cross-selling.

Culture & Benefits

• Inclusive and respectful workplace culture.
• Equal opportunity employment.
• Opportunity to grow in a dynamic, customer-centric digital environment.

Hiring process

• Video call with HR Business Partner.
• Interview (video or face-to-face) with the CX Manager.
• Interview (video or face-to-face) with the Country Managing Director.