Service Delivery Coordinator (AutoStore)

TL;DR

Service Delivery Coordinator (AutoStore): Managing end-to-end customer support tickets in a Life Cycle Service environment with an accent on software-related issues and cross-border coordination. Focus on driving ticket resolution, managing escalations, and ensuring transparent communication between internal teams and external suppliers.

Location: Must be based in Greater Lisbon, Portugal (Hybrid role with initial remote work until office opening).

Company

hirify.global is a leading global manufacturer of dynamic storage, retrieval, and distribution systems for industrial, retail, and administrative sectors.

What you will do

• Act as the operational owner of support tickets from creation to closure across all levels (L1–L3).
• Ensure adherence to response and resolution targets while minimizing ticket backlogs.
• Coordinate effectively between internal support functions and third-level providers.
• Drive customer satisfaction through proactive communication and structured follow-up.
• Manage escalations and push internal/external teams to meet defined timelines.
• Contribute to the stabilization and continuous improvement of service delivery processes.

Requirements

• Must live in Greater Lisbon or be able to work from the Lisbon office.
• IT degree or equivalent qualification.
• Experience in service administration or similar operational functions.
• Proficiency with MS Office and CRM/ERP systems.
• Fluency in English is required.
• Strong analytical, detail-oriented, and autonomous working style.

Nice to have

• Experience with ticket systems such as ServiceNow.
• Knowledge of Dutch or additional European languages.

Culture & Benefits

• Secure position in a fast-growing international company.
• Comprehensive onboarding and training opportunities via the company academy.
• Flexible working hours and annual vacation.
• Company pension plan and capital-forming benefits.
• Employee Assistance Program (Lyra) and corporate benefits.