Customer Support Agent (French)

TL;DR

Customer Support Agent (French): Handling B2B and B2C requests regarding bookings, fraud, and technical issues for a ground transportation marketplace with an accent on technical troubleshooting and partner relationship management. Focus on diagnosing problems via API logs and SQL queries, and collaborating with product and tech teams to improve operations.

Location: Remote or Hybrid in Berlin, Germany. Must be available to work from 10:00 to 19:00 (Berlin timezone).

Salary: €35,000 - €40,000 per year

Company

hirify.global is a leading B2B technology platform and marketplace for ground transportation, connecting operators in 70+ countries with major retailers like Google Maps and Booking.com.

What you will do

• Handle incoming English and French requests from partners and users via email, live chat, and phone.
• Resolve issues related to bookings, fraud, and technical malfunctions with accuracy.
• Collaborate with tech, product, retail, and finance teams to ensure seamless communication.
• Identify and advocate for process improvements and feature enhancements to boost operational efficiency.

Requirements

• Solid experience in Customer Service, preferably including partner relationship management.
• Fluency in both English and French.
• Technical ability to troubleshoot issues by interpreting API request/response logs.
• Ability to write SQL queries to investigate data and answer partner questions independently.
• Availability to work Monday to Friday, 10:00 to 19:00 (Berlin timezone).
• Strong organizational skills and ability to manage multiple priorities.

Nice to have

• Familiarity with Live Chat and Phone Support systems.

Culture & Benefits

• Opportunity to make a global impact on how millions of people book ground transportation.
• High level of ownership and direct visibility of your contributions.
• Access to a modern tech stack and professional tools.
• Work with industry leaders such as Amtrak, Deutsche Bahn, and SNCF.
• Flexible and remote-friendly working options including relocation opportunities.

Hiring process

• Primary points of contact are the Talent Partner (Benedetta Pezzutto) and the Hiring Manager (Laure Jäger).