Customer Service Representative (Youth Development & Fitness)

Location: Quito, Ecuador. Required availability during Eastern Time business hours with strong overlap.

Company

hirify.global provides customer support assistance 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 routine questions about schedules, enrollment, billing, makeup classes, and memberships.
• Own customer 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 status, commitments, and recurring questions across channels.
• Use AI tools to draft responses, summarize message threads, and stay ahead of the queue.

Requirements

• Previous customer service or client-facing experience.
• Strong written English, with clear, warm, and professional communication; proficiency is assessed during screening.
• Availability during Eastern Time business hours with strong overlap.
• Highly organized, detail-oriented, and able to manage multiple conversations without losing context.
• Comfort moving between email, text, and social media.
• Active, practical use of AI tools for drafting responses and organizing customer communications.

Nice to have

• Experience with a multi-channel inbox covering email, SMS, and social media.
• Background in family-facing, youth, fitness, or membership-based businesses.

Culture & Benefits

• Warm, thoughtful communication with parents and families is central to the role.
• The position supports a growing children's development center and helps the founder focus on delivering classes.
• Success is measured by same-day responses, end-to-end issue resolution, and reliable conversation tracking.