Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing transactional support for end-users of software companies using the hirify.global platform with an accent on refund processing and subscription management. Focus on resolving customer queries efficiently, maintaining a high level of empathy, and improving internal support processes.

Location: Remote (Lisbon, Portugal)

Company

hirify.global is a Merchant of Record that provides comprehensive payment infrastructure for digital product companies to eliminate payment fragmentation.

What you will do

• Respond to and resolve transactional queries from buyers via email, specifically regarding refunds and cancellations.
• Escalate advanced or complex queries to the appropriate internal channels.
• Develop deep knowledge of hirify.global products to handle increasingly advanced customer queries.
• Collect feedback and report issues to actively contribute to the improvement of internal processes.
• Collaborate with a global team and participate in team meetings.

Requirements

• 0-2 years of experience in customer support, customer service, or a similar customer-centric role.
• Proficiency in English.
• Ability to work remotely and organize communication across different time zones (GMT, AEST, EST).
• Investigative mindset with the ability to think creatively to solve problems.
• Strong empathy and thoughtfulness in written and verbal communication.

Nice to have

• Experience working within a SaaS company.
• Knowledge of Zendesk or other helpdesk platforms.
• Tech-savvy profile.
• Comfort working in a fast-paced environment both autonomously and collaboratively.

Culture & Benefits

• Digital-first approach allowing for remote work, hub-based work, or a hybrid of both.
• Generous holiday leave.
• 4 months of paid family leave regardless of gender.
• Investment in personal development via an annual learning fund and regular training.
• Transparent, collaborative, and respectful corporate culture.