Customer Care Specialist

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, most accurate supplier network and data analytics tools, Qualifyze is your all-in-one partner for quality compliance and supply chain risk mitigation in the Life Sciences sector.

After securing Series B funding in September 2024, Qualifyze is expanding into 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 audit services and our digital platform.

Your 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 Inquiries: Serve as the first point of contact for status updates and escalations related to audit progress, ongoing audits, and CAPA timelines, guiding customers through our platform features.
• Respond to customer requests to share audit reports with external third parties, ensuring compliance and confidentiality.
• Provide audit report letters promptly post-audit, coordinating with relevant departments as needed.
• User Management & Platform Support: Process user addition/removal requests, assist with access issues, permissions, and account setups.
• Log and escalate platform bugs or system issues to the technical team for resolution.
• Update billing details, company information, and address changes upon customer requests.
• Address inquiries related to invoices, payments, and billing history, collaborating with finance to resolve discrepancies.
• Ticketing System Management: Manage customer interactions via a centralized ticketing system, ensuring SLAs and response KPIs are met or exceeded. Tag, route, follow up on tickets, and provide timely updates.
• Knowledge Base Maintenance: Contribute to and update FAQs, process documentation, and troubleshooting guides, ensuring content remains current and relevant.

Main Requirements

• 1–3 years of experience in customer support, preferably in B2B SaaS or regulated industries.
• Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Desk) and CRM tools.
• Strong attention to detail, excellent communication skills, and ability to prioritize in a fast-paced environment.
• Experience handling confidential data and managing third-party interactions securely.
• Proactive attitude and customer-first mindset.

Preferred Qualifications

• Experience in pharmaceutical, life sciences, or auditing sectors is a plus.
• Experience with platform bugs and issue tracking tools.
• Knowledge of audit and CAPA processes or regulatory documentation handling.

What We Offer

• Flexible schedules and compensation plans including vouchers.
• 25 days of holidays, increasing with tenure.
• Health insurance with family options.
• Work from abroad for up to 3 months/year.
• All necessary work equipment provided.
• Biannual company events and personal development support.

At Qualifyze, we embrace diversity and foster an inclusive environment where everyone feels valued and empowered. We are an equal opportunity employer and welcome applications from all backgrounds.