Customer Experience Specialist (Shift Work) - Pristina

About the role

Fresha, an AI-powered operating system for the beauty and wellness industry, is hiring 10 Customer Experience Specialists for its Pristina office (5 days a week). The role reports to the CX Team Lead and handles support tickets mainly by email, with possible expansion to voice, live chat, social media, WhatsApp and SMS. Shifts are 8:00 AM - 5:00 PM and 3:00 PM - 12:00 AM, including weekends, at €960 gross per month.

Key responsibilities

• Resolve support tickets across multiple channels via HubSpot, helping partners get the most from Fresha and driving retention
• Identify root causes, flag recurring bugs, trends and product feedback to Team Leads and Product teams
• Test and troubleshoot partner issues in a dedicated test account before delivering solutions
• Meet 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 and curiosity about root causes
• Comfortable navigating, testing and explaining a complex software platform
• Excellent written and spoken English
• Ability 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

• Office at Prime Residence Pejton in Pristina
• Pension scheme with up to a 5% employer contribution match
• Sigma health insurance fully covered after probation, including psychiatric treatment
• Coffee machine and free catered lunches on Tuesdays
• Relaxed office with chillout areas