Customer Success Specialist (Aviation)

Location: Based in the São Paulo office; hybrid work with the option to work from home up to 2 days per week. Flex Location allows working from any location worldwide for up to 30 days per year.

Company

hirify.global provides technology and communication solutions for airports, airlines, borders, and the global air travel industry.

What you will do

• Oversee service delivery and technical performance with the account team.
• Conduct regular customer service reviews and support executive reviews.
• Build customer knowledge and share operational insights with back-office functions.
• Manage customer change requests, change management, and problem management processes.
• Analyze customer data, usage patterns, and satisfaction metrics to identify trends.
• Identify at-risk customers, coordinate escalations, and support retention and process improvement initiatives.

Requirements

• Bachelor’s degree in business administration, IT, customer service, or a related field; equivalent experience is accepted.
• 4–7 years of experience in customer or technical support, preferably in aviation or IT service management.
• Hands-on experience with CRM or ticketing systems.
• Experience with change management, problem management, data analysis, customer satisfaction tracking, and stakeholder communication.
• Fluent Portuguese, English, and Spanish are required.
• Based in the São Paulo office.

Nice to have

• ITIL certification.

Culture & Benefits

• Hybrid Flex Week with work-from-home availability of up to 2 days per week, depending on team needs.
• Flex Day to adapt the workday to personal plans.
• Up to 30 days per year working from any location in the world.
• Employee Assistance Program and access to a personalized wellbeing platform.
• Training resources including LinkedIn Learning and locally aligned benefits.