Customer Support Product Specialist (Global Customer Support Team)

Location: Belgrade, Serbia. Working hours: 2 PM to 10 PM CET, Monday to Friday.

Company

hirify.global is a brand visibility and SaaS platform that provides AI-driven insights across SEO, content marketing, paid media, social strategy, and search visibility.

What you will do

• Support users through email, ticketing systems, live chat, screen recordings, and video calls.
• Manage and prioritize support queues while meeting response-time and service-level targets.
• Guide customers through product features, workflows, and best practices.
• Troubleshoot functional and technical issues, reproduce problems, identify root causes, and document findings.
• Collaborate with developers, product managers, UX, support, and customer success teams on escalated issues and scalable fixes.
• Identify recurring customer issues and friction points, sharing product feedback and feature requests to improve the user experience.

Requirements

• Excellent written and verbal communication skills for assisting customers and application developers.
• Ability to multitask, prioritize requests, solve problems, and work independently.
• Strong attention to detail, adaptability, and ability to learn new tools and processes quickly.
• Customer-centric approach with patience and a solutions-oriented attitude.
• Familiarity with CRM systems, ticket processing, and live chat software.
• Knowledge of digital marketing concepts, including SEO, technical SEO, content, advertising, and social media.

Nice to have

• Excel proficiency for analyzing billing data, tracking transactions, and managing reports.
• Experience with Salesforce, Intercom, and Slack.
• Customer or technical support experience with technical inquiries.
• Process improvement experience and knowledge of digital marketing concepts.

Culture & Benefits

• Unlimited paid time off.
• Hobby and team-building budget allowance.
• Employee Support Program.
• Financial aid following the loss of a family member.
• Employee Resource Groups and an inclusive workplace.

Hiring process

• Applications are reviewed by the Talent Acquisition team, with feedback targeted within three working days.
• Interviews include a detailed discussion of professional background, working style, and personality.
• Online interviews are expected to be attended from a laptop or desktop with the camera enabled.