Customer Service Representative (Youth Development & Fitness)

Location: Bogotá, Colombia. Eastern Time business-hour overlap is required.

Company

hirify.global provides customer service support for a children's development and fitness center.

What you will do

• Monitor and triage inbound email, SMS, and social media messages throughout the day.
• Respond to parent questions about schedules, enrollment, billing, and makeup classes.
• Own customer service issues from the first message through resolution and follow up proactively.
• Escalate urgent or sensitive matters to the founder with the relevant context.
• Track open conversations, response times, commitments, and resolutions across channels.
• Identify recurring questions and concerns to help improve the program.

Requirements

• Previous customer service or client-facing experience.
• Strong written English, with clear, warm, and professional communication.
• Ability to work with Eastern Time business-hour overlap.
• Highly organized, detail-oriented, and able to manage multiple conversations without losing context.
• Ability to take ownership of issues until they are fully resolved.
• Comfort using AI tools to draft responses, summarize threads, and stay organized.

Nice to have

• Experience supporting a multi-channel inbox across email, SMS, and social media.
• Background in a family-facing, youth, fitness, or membership-based business.

Culture & Benefits

• Warm, thoughtful communication with parents and families is central to the role.
• The position helps the founder focus on running classes instead of triaging messages.
• Success is measured by same-day responses, end-to-end issue resolution, and reliable conversation tracking.
• AI tools are used to improve response speed and organization.

Hiring process

• Written English is assessed during screening.
• Screening includes discussion of specific AI tools and use cases.