Customer Experience Technical Support Specialist

About the role

Fresha is seeking a Customer Experience Technical Support Specialist to join its global SaaS business. You will work closely with B2B partners, handling support tickets across multiple communication channels and ensuring partners and their clients receive prompt, effective assistance.

Key responsibilities

• Manage and resolve support tickets received via email, phone, live chat, social media, WhatsApp, and SMS using Hubspot.
• Identify root causes of issues, flag recurring bugs, and communicate trends to team leads and product teams.
• Provide consultative guidance to partners to maximize their use of Fresha’s software and drive retention.
• Develop creative solutions to partner problems and suggest improvements to enhance the overall experience.
• Proactively test, reproduce, and investigate reported issues in a dedicated test account.

Required profile

• Strong problem‑solving mindset with a customer‑centric attitude.
• Ability to work autonomously in a fast‑changing environment.
• Excellent communication skills across written and verbal channels.

Required skills

• Experience using Hubspot for ticket management.