Customer Success Analyst

Location: Belgrade, Serbia — hybrid. Availability for all US time zones and non-standard business hours may be required.

Company

hirify.global provides self-service and operational technology services for financial institutions and retailers worldwide.

What you will do

• Support customer interactions and provide customer-specific analysis to improve service quality and profitability.
• Manage customer escalations, determine resolution steps, involve internal stakeholders, and keep customers updated.
• Prepare standard reports and ensure SLA and other performance metrics are accurate.
• Maintain customer data integrity for service delivery, billing, and reporting.
• Coordinate with client operations, service delivery teams, help desks, vendors, and customers.
• Communicate SLA requirements and ensure customers follow appropriate escalation contacts and processes.

Requirements

• University degree or at least one year of experience in an analytical or customer service role.
• Proficient English, both verbal and written.
• Availability for all US time zones and non-standard business hours as required by customers.
• Strong communication, analytical, organizational, and multitasking skills.
• General computer skills, including Microsoft Word and Excel.
• Ability to resolve issues urgently, work under pressure, and collaborate with colleagues in multiple locations.

Nice to have

• Experience in NCR Services or a similar analytical or technical environment.
• Knowledge of Salesforce, SAP EDW, Oracle, NCDM, MACC, or Invoice Engine.

Culture & Benefits

• Private health insurance.
• Life, accident, and disability insurance.
• Wellbeing resources and a baby bonus.
• Employee referral bonus program.
• Internal career development and advancement opportunities.
• Employee discounts with hirify.global partners.