Customer Service Specialist (SaaS)

TL;DR

Customer Service Specialist (SaaS): Providing multichannel support and technical troubleshooting for vacation rental hosts with an accent on integration issues and guest experience. Focus on resolving complex product cases, leveraging AI tools for efficiency, and maintaining high CSAT scores.

Location: Berlin (Hybrid - remote up to 50% of the year)

Company

hirify.global empowers vacation rental hosts to manage their properties simply and efficiently through a dedicated management platform.

What you will do

• Provide expert human-centric support via tickets, chats, and calls, focusing on complex guest experiences.
• Resolve technical product and integration issues across booking channels, calendars, and automations.
• Identify and prioritize time-sensitive, high-impact cases to ensure continuity for hosts.
• Document recurring issues to build the internal knowledge base and refine AI workflows.
• Collaborate with Tech Services to improve tools and user experience.

Requirements

• Fluency in English and German (C1 level or higher).
• Experience in customer-facing roles, ideally within SaaS, travel, or hospitality.
• Ability to troubleshoot technical topics and work with complex systems.
• Must be located in or able to work from Berlin.
• Availability to work various shifts, including Saturdays.

Nice to have

• Proficiency in additional European languages.

Culture & Benefits

• Flexibility: Work remotely up to 50% of the year, including up to 63 days abroad.
• Generous time off: 27 vacation days, increasing with tenure.
• Mobility perks: Monthly Deutschland-Ticket subsidy and tax-advantaged bike leasing.
• Learning: Mentorship program and Lingoda German classes.
• Wellbeing: Wellhub (Gympass) contribution and mental health support.