Customer Support Assistant

TL;DR

Customer Support Assistant: Managing client support requests and optimizing service workflows within a global platform services team with an accent on efficient ticket triage, content management, and cross-departmental collaboration. Focus on driving self-resolution of issues, improving client satisfaction, and maintaining high-quality support standards in a fast-paced environment.

Company

hirify.global is a global affiliate marketing network and part of the Axel Springer group, dedicated to building an open partner ecosystem with a focus on diversity and inclusive culture.

What you will do

• Manage and triage various support requests from live clients, ensuring timely redirection to appropriate technical or finance teams.
• Assist with programme upsells and retention efforts to support business growth.
• Update client-facing content and internal tools to improve support efficiency and client satisfaction.
• Collaborate with other business units to optimize support processes and reduce ticket volume.
• Stay informed about new functionalities and internal process upgrades to provide accurate assistance.
• Support translation tasks to enhance the accessibility of content for international clients.

Requirements

• Fluent in English (written and spoken).
• Excellent customer service and communication skills with a keen attention to detail.
• Strong organizational and time management abilities to handle workflows and meet deadlines.
• Numerate with proficiency in MS Office packages.
• Ability to identify risks and opportunities while maintaining a proactive approach to problem-solving.
• Tenacity and enthusiasm for growing the service division.

Culture & Benefits

• Flexible four-day Flexi-Week at full pay with no reduction in annual holiday allowance.
• Remote working allowance and support for setting up a proper home office, including a furniture package after 3 months.
• Hybrid and remote work possibilities across hirify.global regions.
• Health and wellbeing insurance covering vision and dental treatments for you and a family member.
• Meal vouchers provided for daily lunches.
• Peer-to-peer recognition program with voucher rewards.