Customer Experience Specialist (Night Shift) - Pristina

Fresha
Kosovo
Workplace: RemoteFull timeEUR 1,250+ monthlyFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Communication","Adaptability","Feedback","Curiosity"]

Provide consultative support to beauty industry partners by resolving tickets across multiple channels, primarily via email. Diagnose underlying product issues, replicate problems in a dedicated test account, and troubleshoot to drive retention and improved experiences. Monitor KPIs, maintain deep product knowledge, and participate in QA and coaching sessions to stay current on launches while proactively escalating recurring bugs, trends, and feedback to CX Team Leads and product teams.

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FursaFursa
Fresha
Fresha
2 days ago

Customer Experience Specialist (Night Shift) - Pristina

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

Job Summary

Provide consultative support to beauty industry partners by resolving tickets across multiple channels, primarily via email. Diagnose underlying product issues, replicate problems in a dedicated test account, and troubleshoot to drive retention and improved experiences. Monitor KPIs, maintain deep product knowledge, and participate in QA and coaching sessions to stay current on launches while proactively escalating recurring bugs, trends, and feedback to CX Team Leads and product teams.
Location: Kosovo
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Resolve support tickets across multiple channels (primarily email) using HubSpot with a consultative approach to drive retention.
  • •Identify underlying issues, create solutions, and proactively flag recurring bugs, trends, and product feedback.
  • •Replicate and troubleshoot partner issues in a dedicated test account before delivering solutions.
  • •Meet and exceed CX KPIs while maintaining strong product knowledge and supporting CX team targets.
  • •Participate in QA and coaching sessions and continuously build platform expertise ahead of new launches.

Pay and Benefits

Salary: EUR 1,250 monthly
Perks:Health InsurancePension

Key Requirements

  • •Strong troubleshooting mindset that identifies root causes and delivers creative solutions.
  • •Comfort navigating, testing, and explaining a complex, multifaceted software platform.
  • •Excellent written and spoken English skills to deliver high-quality partner support.
  • •Ability to work at pace in a fast-evolving product environment and handle ambiguity through hands-on testing.
  • •Proactive feedback and growth mindset, with willingness to receive and apply coaching.
Skills:Problem-solvingCommunicationAdaptabilityFeedbackCuriosity
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