L1 Technical Support Agent (Spanish and English Speaking)

Location: Remote in LATAM; must work 9am–6pm in either a mainland US time zone (PT, MT, CT, ET) or Central European Time

Company

hirify.global provides an agentic AI and SaaS platform for hotel and guest management, serving more than 20,000 hotels in over 125 countries.

What you will do

• Answer standard product questions using documentation, account context, internal tools, and approved workflows.
• Troubleshoot common technical issues, investigate evidence, and escalate when appropriate.
• Communicate clearly and warmly with customers by phone, email, and chat.
• Maintain ticket hygiene, internal notes, queue awareness, SLA awareness, and follow-through.
• Apply coaching and feedback to improve product knowledge, troubleshooting, communication, and execution.
• Use approved AI tools responsibly while checking outputs before customer use.

Requirements

• Native or bilingual Spanish proficiency is required.
• Professional working proficiency in English and Spanish is required.
• Experience supporting customers by phone, email, and chat.
• Experience in customer service, technical support, hospitality, SaaS, or another customer-facing role.
• Clear written and verbal communication, curiosity, attention to detail, and strong follow-through.
• Ability to manage multiple tickets accurately and collaborate effectively.

Nice to have

• Experience with Zendesk, SaaS tools, hospitality technology, or property management systems.
• Familiarity with AI tools and responsible use practices.
• Flexibility to shift between US and European coverage schedules.

Culture & Benefits

• Unlimited paid time off, standard holidays, monthly company-wide days off, and a birthday holiday.
• Remote work with an office exchange travel stipend for hubs in San Francisco, New York, or Dallas.
• Hotel stay credit at Canary hotels and discounts at selected partner hotels.
• Monthly self-improvement budget and professional development learning stipend.
• Referral bonus program and a fast-paced environment focused on ownership, collaboration, rigor, and velocity.