Bilingual Customer Support Specialist (ClimateTech)

TL;DR

Bilingual Customer Support Specialist (ClimateTech): Supporting customers using a SaaS platform for climate and ESG data mapping with an accent on technical issue resolution and the development of self-service content. Focus on collaborating with product and engineering teams, improving NPS/CSAT metrics, and leveraging AI tools to optimize support workflows.

Location: Hybrid (London, UK)

Salary: £35,000 - £40,000 per year

Company

hirify.global is a B Corporation building a SaaS platform that empowers businesses to track, disclose, and reduce their environmental impact to become Forever Companies.

What you will do

• Monitor and resolve customer issues, including technical problems, escalations, and incident management.
• Perform in-depth investigations into user concerns to ensure clear understanding of feedback.
• Collaborate with Product, Engineering, Delivery, and CSM teams to resolve domain-related or technical challenges.
• Develop and maintain self-service content, including knowledge base articles and AI-powered bots.
• Act as the voice of the user by aggregating and communicating customer feedback to the organization.
• Drive continuous improvement of NPS and CSAT metrics and support processes.

Requirements

• 2-3 years of experience as a Support Specialist or in a Helpdesk role within a technology company.
• Fluency in both French and English is mandatory.
• Must be based in London for a hybrid work arrangement.
• Proven professional experience using AI tools to enhance productivity and workflows.
• Excellent oral and written communication skills.

Nice to have

• Fluency in German or Spanish.
• Experience with CRM and customer success platforms, such as Intercom.
• Experience working in a B2B Enterprise SaaS environment.

Culture & Benefits

• Opportunity to join an early-stage startup with a mission to combat climate change.
• Hybrid work model designed to balance professional and personal life.
• Working within a B Corporation committed to social and environmental benefits.
• Environment where AI tools are integrated into daily work and creativity.