Customer Experience Specialist - French (SaaS)

TL;DR

Customer Experience Specialist (SaaS): Providing technical guidance and resolving complex software issues for a marketing automation platform with an accent on product expertise and customer success. Focus on diagnosing technical problems, advising customers on goal achievement, and collaborating with development teams to improve product stability.

Location: Heredia, Costa Rica

Company

hirify.global is an autonomous marketing platform utilizing AI agents to empower teams with goal-based automation and extensive app integrations.

What you will do

• Advise customers on achieving their goals using the platform based on a deep technical understanding of use cases.
• Guide a high volume of customers through technical issues via screen sharing, chat, and email.
• Diagnose complex software problems and provide basic marketing and sales strategy advice.
• Own the resolution of customer issues from initial contact to completion, monitoring infrastructure alerts.
• Collaborate with development teams to drive stability and produce knowledge base articles.
• Identify product improvements, reproduce bugs, and detect high-impact growth opportunities.

Requirements

• Fluent English, Spanish, and French (speaking, reading, and writing).
• Strong analytical and communication skills with the ability to relate to others under pressure.
• Solutions-oriented mindset with the ability to explain technical problems succinctly and clearly.
• Ability to work night shifts and weekends.
• Agreement to and passing of a mandatory background check.

Nice to have

• Prior experience in SaaS or Technical support.

Culture & Benefits

• Comprehensive health and wellness package with medical and dental benefits paid 100% by the company.
• Professional growth through LinkedIn Learning and internal development programs.
• Generous paid time off and a four-week paid sabbatical with bonus after five years.
• In-office meal and transportation perks, as well as a home office stipend.
• Inclusive, global multicultural environment that values diversity and innovation.