Frontline Support Specialist (SaaS)

Location: Mexico City, Mexico. Full-time in-office attendance is required for the first 3 months, followed by a hybrid schedule of 3 days in the Mexico office and 2 days from home.

Company

hirify.global provides an API-first SaaS platform connecting food and retail businesses with on- and off-premise commerce solutions.

What you will do

• Handle incoming support requests across chat, email, phone, and other customer channels.
• Troubleshoot technical and administrative issues, resolve tickets, and provide thorough follow-up.
• Own customer escalations and give clear guidance on the steps required for rapid resolution.
• Collaborate with Customer Experience, Account Management, Customer Delivery, Finance, Development, and Partnerships teams.
• Handle urgent customer issues and escalations during rotating off-hours, weekends, and holidays.
• Follow defined processes to deliver professional and consistent customer support.

Requirements

• Legal right to work in Mexico is required.
• Fluent English with strong written and verbal communication skills.
• Strong ownership, organization, autonomy, and confidence in managing support workloads.
• Experience handling complex customer issues, criticism, and emotional situations professionally.
• Critical thinking and creative problem-solving skills for challenging troubleshooting cases.
• Availability for working hours between 7:00 am and 10:00 pm Monday to Friday, with rotating weekends and holidays.

Culture & Benefits

• Dedicated learning budget for skills and knowledge development.
• Opportunity to contribute to meaningful challenges in the global technology industry.
• Weekly releases and new features in an innovation-focused SaaS environment.
• Collaboration with a diverse international team that values transparency and varied perspectives.
• Regionally tailored compensation and benefits packages.
• Overtime and holiday work are compensated according to local legal frameworks.

Hiring process

• Initial application screening and assessment may be supported by an AI tool, followed by human review.
• A background check may be required for certain roles and will be communicated during initial screening.