Customer Support Representative (Afternoon Shift-Remote)

Location: Hungary (Remote); afternoon shift

Company

hirify.global is a VC-backed scale-up providing an AI-powered omnichannel loyalty management platform.

What you will do

• Respond to incoming customer incidents and requests while adhering to SLAs.
• Provide first-line support by checking, reproducing, and testing reported issues.
• Document incidents and coordinate with Engineering to ensure timely resolution.
• Keep customers updated, answer product questions, and guide them toward self-service solutions.
• Resolve basic configuration issues, escalate complex requests, and handle scheduled chat support.
• Identify recurring user issues and share customer feedback with Product while helping improve documentation.

Requirements

• Experience in a SaaS company and/or customer service role.
• Experience working in an international environment.
• Experience with ticket management and help desk tools such as Jira, Zendesk, or Freshdesk.
• Curiosity and ability to learn technologies and product use cases in detail.
• Ability to evaluate and prioritize issues, work proactively in a remote environment, and handle customer frustration professionally.
• Good written and verbal English communication skills required.

Nice to have

• Loyalty industry knowledge at any level.
• Familiarity with e-commerce platforms such as Magento or Shopify.
• Experience with marketing CRM or automation platforms such as Salesforce, Oracle, or Emarsys.
• Experience creating support articles or user guides.

Culture & Benefits

• Fully remote and flexible work based on workload, without unnecessary overwork.
• International environment with English as the working language and colleagues from 10 nationalities.
• Opportunities for longer-term career development beyond customer support.
• Supportive, collaborative, and inclusive team culture.
• Bonuses for top performers, company perks, and company retreats.