Customer Care Representative (SaaS)

TL;DR

Customer Care Representative (SaaS): Providing high-quality support and resolving customer inquiries for a travel and spend management platform with an accent on troubleshooting and operational efficiency. Focus on managing customer tickets, collaborating with cross-functional teams, and utilizing AI-enabled tools to optimize support workflows.

Location: Berlin, Germany. Hybrid (must be based within commuting distance of the hub, 3 days in-office)

Company

hirify.global is an intelligent platform for travel and spend management designed to automate bookings, expenses, and invoice processing for over 10,000 companies worldwide.

What you will do

• Respond to customer queries via email and phone in a timely and knowledgeable manner.
• Troubleshoot and resolve issues, documenting interactions and escalating complex cases.
• Take ownership of incoming requests and manage tickets from creation to resolution of incidents or bugs.
• Support customers across Germany, Switzerland, and the rest of Europe.
• Serve as the internal first point of contact for operational knowledge of the software.

Requirements

• Fluency in English and German is required.
• Must be based within commuting distance of the Berlin hub.
• Ability to handle a variety of tasks at a high frequency.
• Structured and detail-oriented approach to work.

Nice to have

• Background in finance or accounting.
• Operational experience with a high turnover of external customer inquiries.

Culture & Benefits

• 30 days of annual leave plus public holidays.
• Choice of gym membership (Urban Sports Club) or BVG public transport ticket.
• Competitive compensation and equity in the company.
• Wellbeing support via Spring Health (12 therapy and 12 coaching sessions).
• 17 weeks of paid parental leave and 16 paid volunteer hours annually.
• 20 "Work From Anywhere" days per year and a four-week sabbatical after five years.

Hiring process

• Talent Acquisition Interview (30 mins, virtual).
• Assessment and Team Manager Interview (60 mins).
• Final Interview (30 mins, virtual).