Customer Experience Specialist (Shift Work) – Pristina
About Fresha
Fresha is the leading global marketplace and software platform serving the beauty and wellness sector. Supported by leading technology investors, it functions as an AI-powered operating system that links and supports salons, barbers, spas, medspas, fitness studios, and healthcare practices.
The platform supports more than 140,000 businesses and 450,000+ beauty professionals worldwide and has processed over 1 billion appointments so far. With headquarters in London, Fresha has grown to 15 offices across North America, EMEA, and APAC. The company is rapidly expanding, developing industry-shaping AI capabilities, and changing how self-care businesses operate 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
Fresha runs a Customer Experience team around the clock and, as part of its growth plans, seeks 10 outstanding Customer Experience Specialists for the Pristina team. Reporting to the CX Team Lead and working with Fresha clients, you will manage support tickets and mainly communicate with partners by email, with possible future use of voice, live chat, social media, WhatsApp, and SMS. This shift-based position includes weekends and suits someone who performs well in a fast-moving setting, likes resolving complex issues, and wants to contribute directly within a close-knit team.
What You'll Do
- Delight Our Partners: Manage support tickets through several channels in HubSpot, using a consultative approach that helps partners maximize Fresha and supports retention.
- Root-Cause Problem Solving: Determine the core causes of issues, develop inventive solutions, and proactively report recurring bugs, trends, and product feedback to Team Leads and Product teams.
- Testing & Investigation: Before providing a solution, reproduce and investigate partner problems proactively using your dedicated test account.
- Drive High Performance: Regularly surpass KPIs, retain extensive product knowledge, contribute to team goals, and help raise CX organization standards.
- Ongoing Learning & Development: Participate actively in QA and coaching sessions, remain informed about product releases, and continuously strengthen your platform knowledge.
What We're Looking For
- Curiosity & Problem Solving: An instinctive troubleshooting approach that identifies the root cause of problems and produces exceptional, imaginative solutions.
- Technical Mindset: Confidence in navigating, testing, and explaining a complex software platform with multiple components.
- Communication Skills: Strong written and verbal English abilities for delivering high-quality partner assistance.
- Operational Agility & Adaptability: The capacity to work quickly in a rapidly changing product environment and learn comfortably through hands-on testing and uncertainty.
- Feedback & Growth Mindset: A proactive and enthusiastic outlook, along with a strong willingness to receive, use, and develop through regular feedback.
Your Opportunity at Fresha
This role goes beyond support work: it offers the chance to help shape the customer experience of one of the world's most rapidly growing technology platforms.
- Global Impact: Serve as the first line of support for 140,000+ businesses and thousands of professionals worldwide.
- Career Growth: Access defined advancement possibilities within a structured and expanding CX framework.
- Collaborative Culture: Collaborate with high-performing CX teammates, Tribe Leads, and product teams focused on ongoing improvement.
Benefits & Culture
- Prime Location: Work from the Prime Residence Pejton office on Rruga Ukshin Hoti, Pristina 10000.
- Financial & Pension: Receive a pension scheme with an employer contribution match of up to 5%.
- Health & Wellbeing: Employees receive fully covered Sigma Health Insurance after completing probation, including psychiatric treatment coverage.
- Food & Refreshments: Use the complimentary office coffee machine and receive free catered office lunches every Tuesday.
- Workplace & Office: Work in a relaxed office setting with designated chillout spaces furnished with beanbags.
Customer Experience Specialist (Shift Work) – Pristina
About Fresha
Fresha is the leading global marketplace and software platform serving the beauty and wellness sector. Supported by leading technology investors, it functions as an AI-powered operating system that links and supports salons, barbers, spas, medspas, fitness studios, and healthcare practices.
The platform supports more than 140,000 businesses and 450,000+ beauty professionals worldwide and has processed over 1 billion appointments so far. With headquarters in London, Fresha has grown to 15 offices across North America, EMEA, and APAC. The company is rapidly expanding, developing industry-shaping AI capabilities, and changing how self-care businesses operate 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
Fresha runs a Customer Experience team around the clock and, as part of its growth plans, seeks 10 outstanding Customer Experience Specialists for the Pristina team. Reporting to the CX Team Lead and working with Fresha clients, you will manage support tickets and mainly communicate with partners by email, with possible future use of voice, live chat, social media, WhatsApp, and SMS. This shift-based position includes weekends and suits someone who performs well in a fast-moving setting, likes resolving complex issues, and wants to contribute directly within a close-knit team.
What You'll Do
- Delight Our Partners: Manage support tickets through several channels in HubSpot, using a consultative approach that helps partners maximize Fresha and supports retention.
- Root-Cause Problem Solving: Determine the core causes of issues, develop inventive solutions, and proactively report recurring bugs, trends, and product feedback to Team Leads and Product teams.
- Testing & Investigation: Before providing a solution, reproduce and investigate partner problems proactively using your dedicated test account.
- Drive High Performance: Regularly surpass KPIs, retain extensive product knowledge, contribute to team goals, and help raise CX organization standards.
- Ongoing Learning & Development: Participate actively in QA and coaching sessions, remain informed about product releases, and continuously strengthen your platform knowledge.
What We're Looking For
- Curiosity & Problem Solving: An instinctive troubleshooting approach that identifies the root cause of problems and produces exceptional, imaginative solutions.
- Technical Mindset: Confidence in navigating, testing, and explaining a complex software platform with multiple components.
- Communication Skills: Strong written and verbal English abilities for delivering high-quality partner assistance.
- Operational Agility & Adaptability: The capacity to work quickly in a rapidly changing product environment and learn comfortably through hands-on testing and uncertainty.
- Feedback & Growth Mindset: A proactive and enthusiastic outlook, along with a strong willingness to receive, use, and develop through regular feedback.
Your Opportunity at Fresha
This role goes beyond support work: it offers the chance to help shape the customer experience of one of the world's most rapidly growing technology platforms.
- Global Impact: Serve as the first line of support for 140,000+ businesses and thousands of professionals worldwide.
- Career Growth: Access defined advancement possibilities within a structured and expanding CX framework.
- Collaborative Culture: Collaborate with high-performing CX teammates, Tribe Leads, and product teams focused on ongoing improvement.
Benefits & Culture
- Prime Location: Work from the Prime Residence Pejton office on Rruga Ukshin Hoti, Pristina 10000.
- Financial & Pension: Receive a pension scheme with an employer contribution match of up to 5%.
- Health & Wellbeing: Employees receive fully covered Sigma Health Insurance after completing probation, including psychiatric treatment coverage.
- Food & Refreshments: Use the complimentary office coffee machine and receive free catered office lunches every Tuesday.
- Workplace & Office: Work in a relaxed office setting with designated chillout spaces furnished with beanbags.
