Customer Care Representative (SaaS)

TL;DR

Customer Care Representative (SaaS): Delivering exceptional customer experiences and resolving inquiries for a travel and spend management platform with an accent on troubleshooting, case ownership, and cross-functional collaboration. Focus on managing the end-to-end resolution of customer incidents and bugs for European clients.

Location: Must be based in Barcelona (Hybrid: in-person 3 days a week)

Company

hirify.global is an intelligent platform for travel and spend management designed to automate bookings, expenses, and invoice processing to eliminate shadow work.

What you will do

• Respond to customer queries via email and phone in a timely and knowledgeable manner.
• Troubleshoot and resolve issues, documenting interactions and escalating complex cases to appropriate teams.
• Take full ownership of incoming requests and track recorded incidents or bugs through to resolution.
• Handle customer inquiries specifically for the European market.
• Serve as the primary internal point of contact for the operational use of the software.

Requirements

• Fluency in English and Spanish.
• Must be based in Barcelona or be able to relocate.
• Ability to handle a variety of tasks at a high frequency with a structured, detail-oriented approach.
• Background in finance or accounting (strong plus).
• Operational experience with high-turnover customer inquiries (plus).

Nice to have

• Proficiency in additional languages.

Culture & Benefits

• Competitive compensation and equity ownership in the company.
• Private healthcare, gym allowance, and Life Insurance.
• 17 weeks’ paid parental leave and 16 paid hours per year for volunteering.
• Up to 20 "Work from Anywhere" days per year.
• In-person English, Spanish, and Catalan language lessons.
• Four-week fully paid sabbatical after 5 years of service.

Hiring process

• Talent Acquisition Interview (30 mins, virtual).
• Assessment and Team Manager Interview (60 mins).
• Final Interview (30 mins, virtual).