Customer Experience Specialist (German)

TL;DR

Customer Experience Specialist (SaaS/Marketing): Providing technical guidance and strategic advice to customers using the hirify.global platform with an accent on complex software problem diagnosis and customer success. Focus on resolving technical issues via screen sharing, chat, and email, while collaborating with development teams to improve product stability.

Location: Heredia, Costa Rica

Company

An autonomous marketing platform that empowers teams to automate campaigns using AI agents and goal-based automation.

What you will do

• Advise customers on platform use cases and develop a technical understanding to help them achieve their goals.
• Provide technical guidance through screen sharing, chat, and email across multiple industries.
• Diagnose complex software problems and resolve account-related inquiries.
• Own the entire resolution process for user-reported issues and infrastructure alerts.
• Partner with development teams to drive stability and produce knowledge base articles.
• Identify product improvements, reproduce bugs, and determine high-impact opportunities for enhancement.

Requirements

• Fluency in English, Spanish, and German (speaking, reading, and writing).
• Strong analytical, organizational, and verbal communication skills.
• Ability to explain technical problems succinctly and clearly.
• Capability to efficiently handle a high volume of emails, chats, and calls under pressure.
• Availability to work night shifts and weekends.
• Willingness to undergo a mandatory background check.

Nice to have

• Prior experience in SaaS or Technical support.
• Technical passion or a background as a marketing novice with an entrepreneurial spirit.

Culture & Benefits

• Comprehensive medical and dental benefits paid 100% for employees and their dependents.
• Professional development via LinkedIn Learning and dedicated career growth programs.
• Generous paid time off and a four-week paid sabbatical with a bonus after five years.
• In-office meal and transportation perks, alongside a home office stipend.
• Inclusive multicultural environment with active Employee Resource Groups (ERGs).