CX Specialist (Customer Support)

TL;DR

CX Specialist (Customer Support): Delivering high-quality support to end-users across multiple channels with an accent on technical troubleshooting and escalation management. Focus on diagnosing technical issues, managing high-friction situations, and ensuring long-term user retention through tailored solutions.

Location: Must be based in Spain (Madrid - Remote/Hybrid options available)

Company

hirify.global is a global wellness platform that connects employees worldwide to fitness, mindfulness, therapy, and nutrition services via a single subscription.

What you will do

• Manage multi-channel communications (email, chat, phone) to ensure high customer satisfaction.
• Diagnose and provide accurate solutions for complex technical inquiries and complaints.
• Maintain precise CRM records using tools like Zendesk or Salesforce and categorize tickets for trend analysis.
• Collaborate with cross-functional departments to optimize support operations and escalate critical issues.
• Handle financial administrative tasks including processing refunds and approvals.

Requirements

• Native German and advanced English proficiency are mandatory.
• Must be located in Spain.
• Previous experience in multi-channel customer support and CX.
• Proficiency with CRMs (Zendesk, Salesforce) and analytics tools (Tableau, Metabase).
• Completion of High School or Technical school; a university degree is a plus.
• Availability to work from 11:30am to 8pm.

Culture & Benefits

• Free Gold membership to hirify.global for the employee and up to three family members.
• Comprehensive health insurance.
• Flexible work model with home office setup reimbursement and a monthly work allowance.
• Minimum 25 days of paid holiday per year, plus tenure-based additions and a birthday holiday.
• 100% paid parental leave with an extended ramp-back period for returning parents.
• Access to professional development roadmaps and world-class learning platforms.