Customer Experience Assistant Manager

Location: Lima, Peru; hybrid model with mainly remote work and on-demand office attendance. Monday to Friday, 2 PM–10 PM EST, with supervision of one weekend per month and availability on Argentinian public holidays.

Company

hirify.global is a chef-powered food marketplace delivering fresh, ready-to-eat meals and expanding beyond delivery.

What you will do

• Oversee 4–6 supervisors and support team development, productivity, performance reviews, and coaching.
• Manage payroll, PTO, sick requests, team capacity, and initiatives that improve employee engagement and eNPS.
• Forecast staffing needs, build schedules, monitor real-time performance, and allocate workforce capacity across customer support channels.
• Manage daily customer experience operations across email, chat, and phone while maintaining SLA and CSAT targets.
• Analyze contact reasons, productivity, inbound demand, retention, and churn metrics; provide reports and corrective actions.
• Coordinate hiring, onboarding, training, process improvements, and seasonal support planning with internal teams.

Requirements

• Outstanding English proficiency in oral and written communication.
• At least 5 years of customer support management experience with a record of meeting or exceeding SLA, CSAT, and retention KPIs.
• Experience managing teams, workforce planning, talent development, and Performance Improvement Plans.
• Strong data analysis skills with Excel or Google Sheets and Tableau experience.
• Customer-centric approach and commitment to improving service quality and customer satisfaction.
• Availability for the assigned evening schedule, one weekend per month, Argentinian public holidays, and on-demand office attendance in Lima.

Nice to have

• Experience in forecasting, scheduling, and real-time workforce management.
• Experience tracking and reporting operational metrics and turning data into actionable insights.
• Knowledge of nutritional information and fine dining.

Culture & Benefits

• Remote-first hybrid work model with on-demand office attendance.
• Payment in USD.
• 15 days of vacation from the start date, paid family leave, and compassionate leave.
• Monthly healthcare stipend and access to customizable wellness, learning, and lifestyle benefits.
• Four-week paid sabbatical after five years with hirify.global.
• Access to ChatGPT, Claude, and a personalized English coach.