Customer Experience Specialist (Shift Work) - Pristina

Fresha
Kosovo
Workplace: OnsiteFull timeEUR 960+ monthlyFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Communication","Adaptability","Continuous learning","Feedback mindset"]

Join a 24/7 Customer Experience team in Pristina and handle partner support through scheduled shift work, primarily via email. Resolve and investigate issues using HubSpot, replicate problems in a dedicated test account, and deliver clear, consultative solutions. Root-cause recurring bugs and trends, exceed CX KPIs, and continuously build product knowledge through QA and coaching sessions while collaborating with CX leadership and product teams.

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FursaFursa
Fresha
Fresha
2 days ago

Customer Experience Specialist (Shift Work) - Pristina

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Join a 24/7 Customer Experience team in Pristina and handle partner support through scheduled shift work, primarily via email. Resolve and investigate issues using HubSpot, replicate problems in a dedicated test account, and deliver clear, consultative solutions. Root-cause recurring bugs and trends, exceed CX KPIs, and continuously build product knowledge through QA and coaching sessions while collaborating with CX leadership and product teams.
Location: Kosovo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Resolve support tickets across multiple channels via HubSpot using a consultative approach to improve partner outcomes and retention.
  • •Investigate issues, identify underlying causes, and proactively flag recurring bugs, trends, and product feedback to Team Leads and Product teams.
  • •Replicate and troubleshoot partner issues within a dedicated test account before delivering solutions.
  • •Meet and exceed CX KPIs by maintaining deep product knowledge and elevating CX standards.
  • •Engage in ongoing QA and coaching sessions to stay ahead of new product launches and deepen platform expertise.

Pay and Benefits

Salary: EUR 960 monthly
Perks:PensionHealth Insurance

Key Requirements

  • •Excellent written and spoken English skills to provide high-quality partner support.
  • •Natural troubleshooting mindset to identify root causes and deliver creative solutions.
  • •Comfort navigating, testing, and explaining a complex, multifaceted software platform.
  • •Ability to work at pace in a fast-evolving environment and learn through hands-on testing and ambiguity.
  • •Proactive, enthusiastic mindset with a strong desire to receive, apply, and grow from feedback.
Skills:Problem-solvingCommunicationAdaptabilityContinuous learningFeedback mindset
Languages:English
Tech Stack:HubSpot

Company Brief

Fresha
Fresha operates a global bookings and business management platform for salons, spas and beauty professionals, offering appointment scheduling, point-of-sale, payments, marketing tools and a consumer marketplace to connect clients with local services.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: London, United Kingdom
Founded: 2015
WebsiteLinkedIn