Customer Support Specialist (MarTech)

TL;DR

Customer Support Specialist (MarTech): Providing technical and functional support for a gamification marketing platform with an accent on troubleshooting product issues and maintaining help center documentation. Focus on improving support workflows, implementing automations, and collaborating with product and engineering teams to enhance the user experience.

Location: Hybrid in Novi Sad, Serbia

Company

hirify.global is a MarTech startup specializing in gamified banners and a Playable Ad Network to revolutionize online display advertising.

What you will do

• Deliver fast and friendly support to customers via email and occasional video calls.
• Troubleshoot complex product issues and escalate technical bugs to Product and Engineering teams.
• Create and maintain accurate Help Center content, including guides and FAQs.
• Collaborate cross-functionally to suggest product improvements based on customer feedback.
• Optimize support workflows by identifying bottlenecks and implementing automations.
• Help build and scale the overall support infrastructure.

Requirements

• 1+ year of hands-on experience in customer support, preferably within a SaaS environment.
• Fluent written and verbal English communication skills.
• Proficiency with tools such as Intercom, Jira, and Confluence.
• Experience in writing and maintaining knowledge base articles.
• Comfortable using AI tools for research and task efficiency.
• Must be based in Novi Sad, Serbia for a hybrid work arrangement.

Nice to have

• Familiarity with support automations and ticket prioritization workflows.
• Basic understanding of API integrations.
• Knowledge of GDPR.
• Experience integrating AI into support processes.

Culture & Benefits

• Hybrid work model with flexible working hours.
• Premium private health insurance and fully covered FitPass membership.
• Educational resources and support for personal development.
• 22 days of annual leave.
• Referral and performance-based bonus systems.
• Entrepreneurial environment encouraging ownership and innovative ideas.