Junior Customer Support Agent

TL;DR

Junior Customer Support Agent (SaaS/Ecommerce): Providing exceptional customer support across multiple channels for an AI-powered photo printing app with an accent on empathy, professional communication, and user experience. Focus on resolving user inquiries, optimizing support workflows, and relaying customer feedback to improve the product.

Location: Must be based in Vienna or open to relocating to Austria. Right to work in the EU/Austria is required.

Salary: Starting at €36,000 per year

Company

hirify.global is an AI-powered printing app that helps millions of users transform digital photos into physical photo books and prints.

What you will do

• Interact with users via Zendesk, live chat, review platforms, and social media to provide necessary support.
• Resolve user inquiries with a high level of empathy and professionalism.
• Identify and implement improvements for support processes, templates, and workflows.
• Represent the voice of customers by sharing feedback and pain points with relevant departments.
• Apply analytical and creative strengths to contribute to the team's success.

Requirements

• English proficiency at C1 level or higher with excellent written and verbal communication skills.
• Strong grammar and spelling skills with a passion for writing.
• Service-oriented, patient, and solution-driven approach.
• Familiarity with social platforms like Instagram, TikTok, and Facebook.
• Right to work in the EU/Austria.
• Based in Vienna or open to relocating to Vienna.

Culture & Benefits

• Hybrid work model with 40% home office and flexible core hours.
• 25 days of annual vacation, increasing with years of service.
• Free daily breakfast, lunches, and Italian-style coffee in the in-house eatery.
• Reimbursement for Vienna public transport card.
• Company MacBook provided for both professional and personal use.
• Weekly in-house German language lessons in small groups.

Hiring process

• Introductory call with the Talent Acquisition team (30 min).
• Technical interview with the Customer Happiness team (1 h).
• Final interview with the Leadership team (1 h).