Customer Happiness Associate - Key Accounts/Premium (Fintech)

Location: São Paulo metropolitan region, Brazil; hybrid work with occasional availability for hirify.global's Itaim Bibi office. Working hours: 11:00–20:00 BRT, Monday through Friday.

Company

hirify.global is a Latin American spend management platform offering corporate cards, bill pay, financing, and B2B payments to more than 40,000 businesses.

What you will do

• Handle customer inquiries through email, chat, WhatsApp, and phone.
• Provide high-touch support to Key Accounts and premium B2B customers.
• Manage cases according to SLAs and priority levels, from initial contact through resolution.
• Investigate complex and escalated issues, document findings, and coordinate with Product, Engineering, Operations, and other teams.
• Proactively follow up with customers, provide updates, and build long-term relationships.
• Identify recurring issues and feedback to improve support processes and the Key Accounts experience.

Requirements

• At least 2 years of experience in Customer Support, Customer Experience, Customer Success, or a similar customer-facing role.
• Experience supporting B2B customers and Key Accounts, premium/VIP customers, strategic accounts, or differentiated service levels.
• Hands-on experience supporting customers through chat, email, WhatsApp, and phone.
• Experience handling complex or high-priority cases while meeting response and resolution SLAs.
• Strong communication, ownership, investigation, organization, prioritization, and problem-solving skills.
• Must be based in the São Paulo metropolitan region and available to work hybrid from 11:00 to 20:00 BRT, Monday through Friday. Advanced Google Drive and Office skills, advanced Zendesk or similar platform experience, intermediate CRM skills, and working proficiency in Portuguese and English are required.

Nice to have

• Professional working proficiency in English.
• Experience in fintech, financial services, SaaS, or technology companies serving enterprise customers.
• Experience with high-value or strategic customer portfolios and support metrics such as SLA, CSAT, FCR, response time, and resolution time.
• Experience or interest in using AI tools, spreadsheets, SQL, or similar tools to improve support workflows and analyze trends.
• Basic Spanish proficiency or interest in learning Spanish, plus leadership potential and comfort handling complexity.

Culture & Benefits

• Hybrid work combining office, customer, and home time, without a fixed minimum number of office days for most roles.
• Low-ego, high-ownership environment focused on clarity, simplicity, pride, adaptability, and inclusivity.
• Competitive salary and stock options from day one.
• Annual learning budget and accelerated development paths.
• English is the working language, with Spanish and Portuguese used daily.