About Fresha

Fresha is the leading AI-powered operating system for the global beauty and wellness industry, giving businesses everything they need to run smarter, grow faster and build stronger client relationships.

In May 2026, Fresha secured an $80M growth investment from KKR at a valuation of $1B, officially reaching unicorn status and bringing total funding raised to $285M. Already profitable, Fresha is using this investment to accelerate global expansion and drive the next generation of AI and product innovation.

Today, Fresha operates at global scale, with offices across Europe, North America, the Middle East and Asia Pacific. Our platform is trusted by 130,000+ beauty and wellness businesses across 120 countries, with more than 1.5 billion appointments booked to date.

Our mission is simple: help beauty and wellness businesses grow by giving them the technology they need to attract clients, manage their operations and run their business in one place.

We’re continuing to scale rapidly across markets, teams and products, making this an exciting time to join us.

Role Overview

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 to help businesses and professionals thrive through technology, 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, working within a close-knit team and collaborating with Fresha partners, 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 see the direct impact of their work on thousands of businesses around the world.

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.