Customer Happiness Associate (Fintech)

Location: Bogota, Colombia — hybrid. Time is split between the office, customers, and home, with regular office presence expected during ramp-up or when requested by the manager.

Company

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

What you will do

• Resolve escalated customer issues through email, chat, and phone.
• Investigate customer problems, document findings, and provide follow-up through complete resolution.
• Support customers considering cancellation or reduced usage by offering retention-focused solutions.
• Identify trends in customer feedback and propose product or operational improvements.
• Manage multiple incoming tickets while maintaining service quality, tone, and response speed.
• Use Zendesk, HubSpot, Google Drive, and related tools to deliver data-informed support.

Requirements

• At least 2 years of experience in Customer Support, Customer Success, or Customer Experience.
• Experience supporting B2B clients, preferably in fintech or a fast-paced startup.
• Advanced proficiency with Google Drive, Zendesk or similar support systems, and HubSpot or similar CRM tools.
• Intermediate English and full professional fluency in Spanish are required.
• Strong attention to detail, empathy, calm communication, and a high standard of service.
• Ability to manage multiple tickets or cases simultaneously in a dynamic, high-volume environment.

Nice to have

• Professional proficiency in English.
• Experience proposing operational or product improvements based on customer feedback.
• Interest in automation tools or AI for improving support workflows.

Culture & Benefits

• High-ownership, low-ego environment focused on impact in Latin America.
• Competitive salary and stock options through an ESOP from day one.
• Annual learning budget and accelerated development paths.
• English is the working language, with Spanish and Portuguese used daily.
• Culture built around clarity, simplicity, ownership, pride, adaptability, and inclusivity.