Customer Support & Operations Specialist

Location: Remote - Mexico

Company

hirify.global develops mobile-first financial products and machine learning-powered credit models using real-time financial signals to expand access to credit.

What you will do

• Investigate and resolve transaction and credit disputes within SLA using audit-defensible documentation.
• Support fraud incident response, including account actions, impact scoping, and leadership analysis.
• Own escalated and sensitive cases across email, chat, phone, and social channels; identify and document complaints.
• Maintain SOPs, job aids, macros, and decisioning workflows; conduct QA reviews and improve processes and training.
• Use backend and administrative tools to execute account-level actions and maintain clean audit trails.
• Track case metrics, recommend improvements, identify automation opportunities, validate AI-generated output, and partner with Compliance, Legal, Product, Engineering, and International Support Ops.

Requirements

• 3–6 years of experience in support, risk and fraud, disputes, escalations, or enablement; fintech, banking, or lending experience is preferred.
• Professional fluency in Spanish and English.
• Experience owning cases and workstreams end-to-end in a policy-driven environment and defending decisions under review.
• Strong written documentation skills and comfort with spreadsheets; SQL is a plus.
• Calm, empathetic communication and a problem-solving approach.
• Flexibility to work some weekends and holidays.

Nice to have

• Consumer financial protection knowledge.
• Experience with Zendesk or similar ticketing, administrative, or identity tools.
• QA, coaching, or BPO partnership experience in a regulated environment.
• Hands-on use of AI tools to reduce manual work.

Culture & Benefits

• Remote-first collaboration across 14 countries and 12 time zones.
• WFH office reimbursement and flexible health coverage.
• Competitive compensation and equity.
• Direct access to leadership and contribution-based growth opportunities.
• Paid global company gatherings twice a year.
• Respectful, inclusive environment focused on impact and expanding access to fair credit.