Customer Care Specialist

About Qualifyze, 

Founded in 2019, Qualifyze is a leading company in supply chain compliance management in the Life Sciences industry, trusted by over 1,200 pharmaceutical and healthcare companies globally. Our digital suite of solutions connects manufacturers, suppliers, and a global network of more than 250 auditors and quality experts. 

With a track record of over 3,000 audits across 85+ countries and the largest and most accurate supplier network and data analytics tools, Qualifyze stands as the all-in-one partner for quality compliance and supply chain risk mitigation in the Life Sciences sector.

After securing a series-B funding in September 2024, Qualifyze is now focused on expanding to the US market.

Role Overview,

We are seeking a proactive and detail-oriented Customer Care Specialist to join our growing Quality team. You will play a pivotal role in ensuring our clients receive timely, accurate, and empathetic support across a range of audit service and our digital platform-related topics.

our work will directly contribute to maintaining customer satisfaction and operational efficiency by leveraging structured support processes and a robust knowledge base.

 Main responsibilities, 

• Audits & CAPA Follow-Up Inquires 

  • Serve as the first point of contact for status updates and escalations related to audit progress, status of ongoing audits, CAPA (Corrective and Preventive Action) timelines guiding customers to our platform features. 

  • Respond to customer requests to share audit reports with external third parties, ensuring compliance and confidentiality protocols are upheld.

  • Provide audit report letters on short notice post-audit, coordinating across departments if needed.

• User Management & Platform Support

  • Process user addition/removal requests on our auditing platform 

  • Assist customers with access issues, permissions updates, or account setup.

  • Log and escalate platform bugs or system performance issues to the technical team, ensuring timely follow-up and resolution.

• Invoice & Payment Inquiries

  • Update billing details, company names, and address changes upon customer request.

  • Address inquiries related to invoices, outstanding payments, and billing history.

  • Coordinate with finance to resolve discrepancies and provide accurate documentation.

• Ticketing System Expertise

  • Manage all customer interactions via a centralized ticketing system

  • Ensure SLAs and response KPIs are met or exceeded.

  • Tag and route tickets accurately, follow up on unresolved queries, and provide timely updates to customers.

• Knowledge Base Maintenance

  • Contribute to and regularly update the internal and external knowledge base with FAQs, process documentation, and troubleshooting guides.

  • Collaborate with stakeholders to ensure articles remain up-to-date and relevant.

Main requirements, 

• 1–3 years of experience in customer support, preferably within a B2B SaaS or regulated industry.

• Familiarity with ticketing systems  (e.g., Zendesk, Freshdesk, Jira Service Desk) and CRM tools.

• Strong attention to detail and excellent written and verbal communication skills.

• Ability to prioritize effectively in a fast-paced and reactive support environment.

• Experience managing confidential data and navigating third-party interactions securely and professionally.

• Proactive attitude and a customer-first mindset.

• Preferred Qualifications

  • Experience in the pharmaceutical, life sciences, or auditing sectors is a strong plus.

  • Prior work with platform bugs and issue tracking tools.

  • Knowledge of audit and CAPA processes or regulatory documentation handling.
    

What do we offer? 

• ⏳ Flexible schedules throughout the year.

• 💳 Flexible compensation plan in restaurant/transportation/nursery vouchers.

• 🌴 25 days of holidays (upgradable to 27 after 2 years and 30 after 4 years in the company).

• 🏥 Health insurance policy with Assistència Sanitària, with the option to add family members.

• 🏋️ Wellhub wellbeing platform membership.

• 🌍 Work from abroad for up to 3 months per year.

• 💻 All necessary work equipment (laptop, headphones, etc.).

• 🎉 Two official company events per year to celebrate success.

• 🚀 Individual coaching and mentoring on your development roadmap within Qualifyze.

At Qualifyze we actively support the power of diversity, uniting complementary talents and perspectives to address new challenges. Our collective strengths help us to find innovative solutions and turn difficulties into opportunities. 

We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone belongs and feels heard.

We are an equal opportunity employer and we welcome applications from candidates of all backgrounds, regardless of race, ethnicity, gender identity, sexual orientation, marital status, religion, disability, or age.  Our hiring practices are rooted in fairness and respect, and we strive to create a culture where everyone feels valued and empowered.