Customer Support Manager - Americas

Location: Remote from Mexico only; candidates must have the full legal right to work in Mexico. Visa sponsorship and relocation assistance are not available.

Salary: $45K–$50K per year, paid monthly in USD.

Company

hirify.global is a travel technology platform serving travel organizers through an international product and customer support organization.

What you will do

• Lead, coach, and develop the LATAM Customer Support team through 1:1s, performance reviews, onboarding, training, and career development.
• Act as the final escalation point for complex technical and account issues, outages, incidents, and planned maintenance.
• Own Fin (Intercom) administration, including workflows, routing, automation, snippets, and AI-agent performance.
• Track deflection, self-serve performance, CSAT, response and resolution times, SLAs, and QA scores.
• Partner with Product, Engineering, Sales, Account Management, and Payment Operations as the voice of the customer.
• Build scalable support processes, prioritization frameworks, and continuous improvement initiatives.

Requirements

• 3–4 years of experience managing, coaching, and leading a customer-facing support team.
• 1–3 years of hands-on Fin (Intercom) administration experience, including workflow design, troubleshooting, routing, and optimization.
• Professional fluency in English and Spanish is required.
• Experience deploying or optimizing AI agents and measuring ticket deflection, resolution, and self-serve performance.
• Strong experience with support metrics, data analysis, project management, and cross-functional initiatives.
• Full legal right to work in Mexico is required; visa sponsorship and relocation assistance are unavailable.

Nice to have

• Experience in SaaS, fintech, payments, or travel technology.
• Additional language skills.

Culture & Benefits

• Full-time fixed-term international contractor engagement under a B2B agreement.
• Remote work from the designated country of employment, with up to four weeks per year temporarily working from another approved location.
• Unlimited paid time off through the “Time to Recharge” policy and extensive paid family leave.
• Three paid volunteer days per year and support for eligible work-from-home equipment.
• Annual Amsterdam program with a 2–4 week visit to the HQ and access to company apartments.

Hiring process

• Two-week cross-functional onboarding program.