Senior Product Experience Executive (SaaS)

TL;DR

Senior Product Experience Executive (SaaS): Managing high-priority support queues and improving operational excellence for data platforms and API products with an accent on technical issue resolution and strategic process optimization. Focus on reducing support friction through self-serve resources and transforming user patterns into actionable product insights.

Location: Hybrid (Athens, Greece) – 1 day/week office attendance required

Company

hirify.global is a global data and insights company providing advanced platforms and API products for market research.

What you will do

• Own the support queue for live chat and ticketing, serving as the primary escalation point for complex, high-priority issues.
• Mentor and guide Product Experience Executives to maintain high-quality interaction standards across the team.
• Analyze support trends to identify recurring problems and collaborate cross-functionally to implement root-cause fixes.
• Develop and drive the adoption of self-serve resources to reduce friction and support volume over time.
• Report on user patterns across verticals and products to provide insights that inform the wider business.

Requirements

• Hands-on experience with SaaS platforms, data integrations, and REST API principles.
• Proven ability to act as an escalation point and informal mentor for colleagues.
• Strong problem-solving skills for fast diagnosis and resolution of technical issues via chat and ticketing.
• Analytical mindset to spot inefficiencies and drive scalable cross-functional improvements.
• Excellent communication skills to translate technical concepts into actionable guidance for any audience.
• Must be based in Athens, Greece for hybrid work (1 day/week in office).

Nice to have

• Familiarity with survey-derived market research data and tools like crosstabs.

Culture & Benefits

• 25 days of annual leave plus office closures over the holidays.
• Private health insurance for employees and their families, including mental and physical wellbeing support.
• Flexitime, early Friday finishes, and a dedicated work-from-home budget.
• Generous training budget and accredited learning opportunities.
• Enhanced parental leave and carer days to prioritize family.
• Community impact initiatives, including DE&I committee and 100% donation matching.