ULTRA

Customer Experience Specialist (Night Shift)

About Fresha

Fresha is the AI powered operating system for the global beauty, wellness and self care industry, connecting and powering everything from salons and barbers to spas, medspas, fitness studios and health practices.

Trusted by millions of consumers and businesses worldwide, Fresha is used by 140,000+ businesses and 450,000+ stylists and professionals, processing more than 1 billion appointments to date.

The company is headquartered in London, United Kingdom, with 15 global offices across North America, EMEA and APAC.

Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses through its marketplace. Beauty and wellness businesses and professionals use Fresha’s all in one platform to manage their entire operations through intuitive business software and financial technology solutions.

Fresha’s ecosystem gives merchants everything they need to run their business seamlessly, including appointment bookings, point of sale, customer records management, marketing automation, loyalty, beauty product inventory and team management.

The consumer marketplace unlocks additional revenue potential for partner businesses through online bookings and automated marketing, alongside integrations with major technology platforms including Instagram, Facebook and Google.

Important things to know

We operate a 24/7 Customer Experience team, and this role requires scheduled shift work.

Shift: 12:00 AM to 8:00 AM (Night Shift)
Salary: €1,250 gross per month
Working setup: Fully remote
Start date: 1st of November

Role Overview

Given our exciting and progressive growth plans, we are looking for an exceptional Customer Experience Specialist to join our global business.

Reporting directly to the CX Team Lead and working closely with Fresha clients, you will be responsible for handling support tickets and communicating with partners primarily through email.

Our approach may evolve over time, with additional contact channels potentially including voice and phone, live chat, social media, WhatsApp and SMS. If introduced, you will also be responsible for supporting partners through these channels.

This is an excellent opportunity for someone who enjoys working in a fast paced and changing environment, thrives within a close knit cross functional team, enjoys solving complex problems and wants to make a meaningful impact.

Delight our Partners and their clients

Resolve support tickets and partner contacts across different channels and sources using our ticketing system, HubSpot.
Identify the root cause of issues our partners experience and proactively flag recurring problems, bugs and contact trends to your Team Lead and Fresha product teams.
Take a consultative approach to supporting partners, ensuring they get the most from Fresha's software and helping drive partner retention.
Find creative solutions to partner problems and identify opportunities to improve the partner experience while generating additional value for the business.
Be a proactive problem solver who goes the extra mile to delight our partners.

Testing and investigating

Proactively test and investigate problems raised by partners within the Fresha platform.
Reproduce issues within your own test account and test potential solutions before responding.
Maintain your test account and ensure all relevant features and functionality remain active, current and usable for testing purposes.

High performance

Be a high performer within the team, exceeding expectations across product knowledge, KPI achievement and Fresha's values.
Take ownership of your own performance and development by continually learning, developing and progressing through the CX structure.
Support your CX colleagues in achieving their targets and becoming high performers.
Continually raise standards across the team and contribute to building a high performance culture.

Ongoing learning and development

Take onboard feedback from QA and coaching sessions and apply it to your work.
Actively engage in QA and coaching sessions with your colleagues and Tribe Lead.
Become a product expert by continually building your knowledge of Fresha.
Keep up to date with new product and feature launches so you are fully prepared to support partners when they go live.

This list is not exhaustive and there may be other activities you are required to deliver.

What we are looking for

Curiosity
A natural problem solver who gets to the root cause of problems and finds creative solutions that exceed partner expectations.

Passion
A genuine desire to delight our partners, build strong relationships and create advocates for Fresha.

English language skills
The ability to deliver high quality written and spoken responses in English.

Technical mindset
Comfortable using, navigating and explaining a multifaceted software platform.

Ability to work at pace
Comfortable continually learning as our software, products and business evolve.

Comfort with ambiguity
Able to learn through testing, investigation and hands on use of the product.

Enthusiasm
A positive attitude and proactive, can do approach.

Feedback mindset
Comfortable receiving feedback, applying it to your daily work and demonstrating humility and a willingness to improve.

At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply even if you don't meet every listed requirement.

We believe in fostering growth and providing the support needed for you to excel in your role.

Interview Process

Screen Call
Video call with a member of the Talent Team - 30 minutes
Skills & Experience
Video call with the CX Hiring Team - 30 minutes
Tech & Written Assessment
In person with the CX Hiring Team - 60 minutes
Cultural Assessment
Video call with the VP of CX - 30 minutes

Armend Rexhepi - Shift Work version below

Important things to know

We operate a 24/7 customer experience team and this role will require you to work shifts on scheduled basis including weekends.

Shifts: 8AM-5PM (1 hour unpaid break, office based), 3PM-12AM (1 hour unpaid break, office based)

Hiring: 10x Customer Experience Specialists

Salary: 960 EUR Gross Per Month

Office: Prime Residence Pejton, Rruga Ukshin Hoti, Pristina 10000

Start Date: May 4th 2026

Working Setup: 5 days per week in office

Role Overview

Given our exciting and progressive growth plans, we are looking for an exceptional Customer Experience Specialist to come and join our global business.

Reporting directly to the CX Team Lead and collaborating with Fresha clients, you will be accountable for handling support tickets and communicating with partners through email.

Note that this approach may evolve over time, and we may incorporate additional contact channels such as voice/phone, live chat, social media, WhatsApp, and SMS. If these channels are introduced, you will be responsible for managing them as well.

This is an excellent opportunity for someone looking to work in a fast-paced and changing environment who likes to work in a close-knit cross-disciplinary team, enjoys complex domains and wants to make an impact.

Delight our Partners and their clients

Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system Hubspot, and support our partner’s clients
Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams
Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention
Find creative solutions to partner problems and identify opportunities to improve our partners experience with Fresha and to generate more revenue for the business
Be a proactive problem solver, going the extra mile to delight our partners

Testing and investigating

Proactively test and investigate problems that our partners raise in our software
Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving
Maintain your own test account and make sure all features and functionality are up to date, active and usable for testing purposes

High performance

Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha
Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure
Support your CX colleagues to achieve their targets and become high performers
Constantly strive to raise the standards across the team to create a high performing culture

Ongoing learning and development

Take onboard feedback from QA and coaching sessions
Actively engage in QA and coaching session with your colleagues and Tribe Lead
Become a product guru by constantly growing your product knowledge
Keep up with the launch of new products and features so you are fully prepared to support partners when new features and products go live

This list is not exhaustive and there may be other activities you are required to deliver.
To foster a collaborative environment that thrives on face-to-face interactions and teamwork, all Fresha employees work from the office four days per week, with the flexibility to work remotely one day each week.

What we are looking for

Curious - Problem solver who will get to the root cause of problems and find creative solutions to exceed our partners expectations
Passion - Delighting our partners so they never want to leave Fresha and advocate for the brand
English Language - Deliver high quality written and spoken responses in English to partner questions and queries
Technical Mindset - Comfortable using, navigating and explaining how to use our multifaceted beauty and wellness software
Ability To Work At Pace - Continually learning as our software continue to grow and evolve
Ambiguity - Comfortable learning through testing and using the product
Enthusiasm - Positivity and a can do attitude
Feedback - Comfortable taking feedback on board, applying it to your daily activities and demonstrating humility

At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement. We believe in fostering growth and providing the support needed for you to excel in your role.

Interview Process

Screen Call - Video-call with a member from the Talent Team (30m)
Skills & Experience - Video-call with CX Hiring Team (30m)
Tech & Written Assessment - In-person with CX Hiring Team (60m)
Cultural Assessment - Video-call with VP of CX (30m)

We aim to finalise the entire interview process and deliver feedback within 2 weeks.
Every job application received is reviewed manually by our talent team. While we strive to assess applications within 7 days, the sheer volume of talented individuals expressing interest may occasionally extend this timeframe.

Inclusive workforce

At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.

We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.

We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.

If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.

Linku u kopjua