Customer Onboarding and Success Specialist

Location: Madrid, Spain; hybrid schedule with 3 days in the office and 2 days working from home. The first week of onboarding takes place at the office in Paris.

Company

hirify.global operates a tech-powered freelance marketplace connecting freelancers with companies across Europe.

What you will do

• Manage client operations, including quote and timesheet validation, purchase order uploads, and consumption tracking for invoicing.
• Anticipate project endings and support renewals to maintain business continuity.
• Act as the primary contact for client requests, resolving issues or escalating them to the appropriate internal teams.
• Ensure correct application of contractual terms, service-level agreements, penalties, and purchase order processes.
• Demonstrate the platform and help clients manage their operations independently.
• Partner with Account Managers and Business Operations and Product teams to improve and automate processes.

Requirements

• Experience in Customer Experience Management, Operations, or Account Management, with strong business acumen.
• Advanced proficiency with Google Sheets and Notion; knowledge of Looker and AI tools.
• Excellent communication, conflict-resolution, and stakeholder-management skills.
• Knowledge of billing and invoicing fundamentals, contract management, and process optimization.
• Native-level Spanish and English.

Culture & Benefits

• Hybrid remote policy with 3 office days and 2 home-office days per week.
• 22 days of annual leave.
• One month of paid sabbatical after three years with hirify.global.
• Stock options for every employee.
• Private health insurance and a free book program for career-relevant learning.

Hiring process

• 45-minute call with Talent Acquisition.
• 45-minute interview with the future manager, followed by a business case.
• Final interview with a VP-level stakeholder.