Customer Service Consultant (SaaS)

TL;DR

Customer Service Consultant (SaaS): Providing exceptional support and nurturing relationships for German and English-speaking European customers with an accent on system issue resolution and client retention. Focus on de-escalating challenging client situations, addressing churn risks, and collaborating with the product department to improve the system.

Location: Remote from Spain

Company

Leading innovator in digital health & fitness SaaS serving trainers, studios, clubs and corporate wellness clients worldwide.

What you will do

• Investigate and resolve system issues in collaboration with the product department.
• Deliver efficient customer support via email and phone channels for the DACH and international markets.
• Build and nurture customer relationships to enhance retention and loyalty.
• Offer creative solutions, handle objections, and de-escalate challenging client situations.
• Address churn risks, cancellations, and payment-related queries.
• Contribute to departmental process enhancements through feedback and project participation.

Requirements

• Proficiency in written and verbal German (native or near-native level) and good written and verbal skills in English.
• Must be based in Spain.
• Tech-savvy with critical and logical thinking abilities.
• Proven problem-solving skills and a knack for finding solutions.
• Structured and organized with strong time management and attention to detail.
• Prior experience in SaaS/software customer service is preferred.

Culture & Benefits

• Remote working setup with provided home office hardware.
• 23 paid vacation days per year.
• Option to work from abroad (within Europe) for up to 12 weeks a year.
• Access to the hirify.global Health Program (workouts and meditation).
• Unlimited access to on-demand coaching with psychologists via OpenUp.
• International work environment with a flat hierarchy and room for ownership.