Customer Experience Specialist (Night Shift) - Remote

About the role

Fresha, a marketplace and software platform for the beauty and wellness industry, is hiring a Customer Experience Specialist for its Pristina team, working remotely on a night shift (12:00 AM to 8:00 AM). The role reports to the CX Team Lead and handles support tickets and communicates mainly by email, with possible expansion to voice, live chat, social media, WhatsApp and SMS. Pay is €1,250 gross per month, starting 1 November.

Key responsibilities

• Resolve support tickets across multiple channels via HubSpot, using a consultative approach to help partners get the most from Fresha and drive retention.
• Identify root causes, find creative solutions and flag recurring bugs, trends and product feedback to Team Leads and Product teams.
• Proactively replicate and troubleshoot partner issues in a dedicated test account before delivering solutions.
• Consistently exceed KPIs, maintain deep product knowledge and support team targets.
• Take part in QA and coaching sessions and stay ahead of new product launches.

Required profile

• Natural troubleshooting mindset that gets to the root cause of issues.
• Comfortable navigating, testing and explaining a complex software platform.
• Excellent written and spoken English.
• Able to work at pace in a fast-evolving product environment and learn through hands-on testing.
• Proactive attitude and openness to feedback.

What we offer

• Pension scheme with up to a 5% employer contribution match.
• Sigma Health Insurance fully covered after probation, including psychiatric treatment.
• Complimentary office coffee machine and free catered lunches on Tuesdays.
• Clear progression within a structured CX framework and a collaborative culture.