Customer Experience Specialist (Shift Work)

About Fresha:

Fresha is the world’s leading marketplace and software platform for the beauty and wellness industry. Backed by world-class tech investors, we are the AI-powered operating system connecting and powering everything from salons and barbers to spas, medspas, fitness studios, and health practices.

We power 140,000+ businesses and 450,000+ beauty professionals globally, processing over 1 billion appointments to date. Headquartered in London, our team has scaled across 15 global offices in North America, EMEA, and APAC. We are expanding fast, building industry-defining AI features, and transforming how self-care businesses run globally.

Role Overview / Purpose:

Customer Experience Specialist (Shift Work) | Pristina Office (5 days/week) | Shifts: 8:00 AM – 5:00 PM & 3:00 PM – 12:00 AM | €960 gross per month

We operate a 24/7 Customer Experience team, and given our exciting growth plans, we are looking for 10 exceptional Customer Experience Specialists to join our Pristina team. Reporting directly to the CX Team Lead and collaborating with Fresha clients, you will handle support tickets and communicate with partners primarily through email (with potential expansion into voice, live chat, social media, WhatsApp, and SMS). This scheduled shift role (including weekends) is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys solving complex problems, and wants to make a direct impact within a close-knit team.

What You'll Do:

Delight Our Partners: Resolve support tickets across multiple channels via HubSpot, taking a consultative approach to help partners get the most from Fresha and drive retention.
Root-Cause Problem Solving: Identify underlying issues, find creative solutions, and proactively flag recurring bugs, trends, and product feedback to Team Leads and Product teams.
Testing & Investigation: Proactively replicate and troubleshoot partner issues within your own dedicated test account before delivering solutions.
Drive High Performance: Consistently exceed KPIs, maintain deep product knowledge, support team targets, and elevate standards within the CX organization.
Ongoing Learning & Development: Actively engage in QA and coaching sessions, stay ahead of new product launches, and continually build your platform expertise.

What We're Looking For:

Curiosity & Problem Solving: A natural troubleshooting mindset that gets to the root cause of issues and delivers exceptional, creative solutions.
Technical Mindset: Comfort navigating, testing, and explaining a complex, multifaceted software platform.
Communication Skills: Excellent written and spoken English skills to deliver high-quality partner support.
Operational Agility & Adaptability: Ability to work at pace in a fast-evolving product environment and comfort learning through hands-on testing and ambiguity.
Feedback & Growth Mindset: A proactive, enthusiastic attitude with a strong desire to receive, apply, and grow from ongoing feedback.

Your Opportunity at Fresha:

This isn’t just a support role - it’s an opportunity to directly shape the customer experience of one of the world's fastest-growing tech platforms!

Global Impact: Be the front line of support for 140,000+ businesses and thousands of professionals across the globe.
Career Growth: Clear progression opportunities within a structured, scaling CX framework.
Collaborative Culture: Work alongside high-performing CX colleagues, Tribe Leads, and product teams dedicated to continuous improvement.

Benefits & Culture:

Prime Location: Work from our office at Prime Residence Pejton, Rruga Ukshin Hoti, Pristina 10000.
Financial & Pension: Pension scheme with up to a 5% employer contribution match.
Health & Wellbeing: Sigma Health Insurance fully covered for employees upon passing probation (includes coverage for psychiatric treatment).
Food & Refreshments: Complimentary office coffee machine and free catered office lunches every Tuesday.
Workplace & Office: Relaxed office environment featuring dedicated chillout areas with beanbags.

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.