User Support Agent

Location: Düsseldorf, Germany; hybrid setup with up to 2 work-from-home days weekly

Company

hirify.global is a travel technology platform that compares hotel prices from major booking sites to help travelers find suitable stays.

What you will do

• Respond to user inquiries through email and Help Center requests using Zendesk and translation tools.
• Investigate user issues and collaborate with stakeholders to find effective solutions.
• Investigate, report, and help resolve product issues and bugs reported by users.
• Collect, analyze, and categorize user feedback to identify patterns across markets.
• Communicate user insights to relevant teams and coordinate operational improvement initiatives.

Requirements

• Excellent written and verbal English communication skills required.
• Empathy and the ability to communicate information clearly and persuasively.
• User-centric mindset, strong problem-solving abilities, and attention to detail.
• Adaptability in a fast-paced environment, with the ability to work independently and collaboratively.
• Curiosity about AI tools and automation and a continuous learning mindset.

Nice to have

• Previous hospitality or customer service experience.
• Experience with CRM systems, Zendesk, or other customer support tools.
• Additional written-language proficiency in Dutch, Italian, German, or Turkish.

Culture & Benefits

• Personalized coaching, workshops, educational meetups, conferences, online learning courses, and access to a campus library.
• Visa support and a relocation package are available for candidates moving to join the Düsseldorf office.
• Interest-free newcomer loan and free language classes.
• Self-determined vacation with a minimum of 25 days and flexible working hours.
• Remote work from Germany or selected countries abroad for up to 20 days per year.
• Office canteen budget, snacks and drinks, fitness options, gym and sports classes, ergonomic desks, and focused work areas.