Member Services Associate

TL;DR

Member Services Associate: Resolving service issues, managing client billing disputes, and administering the quality assurance program with an accent on client solutions and systemic fixes. Focus on translating data into actionable recommendations and improving operational efficiency.

Location: Hybrid in Spinningfields, Greater Manchester or London.

Company

hirify.global is a global media commerce company.

What you will do

• Escalate service issue resolution, lead investigations, negotiate client solutions, and design systemic fixes.
• Partner with Sales and Production teams to resolve operational issues related to travel offers.
• Manage and resolve client billing disputes, payment reconciliations, and invoicing discrepancies.
• Lead and administer the quality assurance program across front line and escalations service teams.
• Produce regular member and client insights reports and contact centre performance reviews.
• Evaluate and champion new agent tools, workflow automation, and client portal enhancements.

Requirements

• A degree educated professional with 3–5+ years of experience in customer service, client success, account management, or service operations.
• Experienced in serving as the primary contact for client relationship management.
• Able to translate customer service content and communications for German-speaking members.
• Highly organized, possess strong analytical and problem-solving skills.
• A confident communicator who can exercise independent judgment and decision-making.
• Fluent in German (written & oral)
• Proficient in Microsoft Excel and Power BI.

Culture & Benefits

• Work with a global team and potentially in a different country.
• Experience one of our travel deals first-hand each year, with additional vacation days and a travel budget.
• Employee awards to recognize your achievements.
• Flat hierarchies provide you with entrepreneurial opportunities.
• Competitive compensation and benefit packages.