De-escalation Senior Product Specialist (Customer Support)

TL;DR

De-escalation Senior Product Specialist (Customer Support): Managing high-priority customer escalations and complex technical inquiries within a global support team with an accent on cross-functional collaboration and proactive issue resolution. Focus on building comprehensive customer journey insights, executing resolution plans, and improving product processes through data-driven feedback.

Location: Must be based in Belgrade (Hybrid role)

Company

hirify.global is a leading brand visibility platform that empowers marketers with AI-driven insights across SEO, content, and paid media.

What you will do

• Own and coordinate customer escalations end-to-end, from identification to final resolution.
• Lead investigations across internal teams including Product, Engineering, and Sales.
• Participate in customer-facing escalation calls to manage expectations and provide clear action plans.
• Consolidate information from multiple tools like Salesforce, Intercom, and Jira to assess business impact.
• Create executive summaries and customer impact assessments for critical situations.
• Identify recurring issues to provide actionable feedback for product and process improvements.

Requirements

• Must be available to work from 2 PM to 10 PM CET, Monday to Friday.
• Strong verbal and written communication skills for professional interaction across multiple channels.
• Ability to manage multiple complex investigations and escalations simultaneously.
• Experience navigating CRM systems, ticket management platforms, and live chat software.
• Familiarity with digital marketing concepts such as SEO, Content Marketing, and Advertising.
• Ability to drive accountability and align priorities across multiple departments.

Nice to have

• Experience in Customer Support, Escalation Management, or Incident Management.
• Proficiency with Salesforce, Intercom, Jira, Slack, and Excel reporting.
• Understanding of enterprise-level customer support workflows.
• Process improvement mindset with a focus on identifying inefficiencies.

Culture & Benefits

• Unlimited PTO policy.
• Hobby and team-building budget allowance.
• Comprehensive Employee Support Program.
• Financial aid for loss of family members.
• Access to various Employee Resource Groups.

Hiring process

• Resume review by the Talent Acquisition team.
• Detailed interview process focusing on background, personality, and work approach.
• Online meetings require a laptop/desktop with camera enabled.