Customer Happiness Associate (Fintech)

Location: Mexico City, Mexico — hybrid. Time is split between the office, customers, and home; office presence is expected during ramp-up and when requested by the leader.

Company

hirify.global is a Latin American fintech providing spend management solutions including corporate cards, bill pay, financing, and B2B payments.

What you will do

• Resolve escalated customer support 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 feedback trends and propose product or process improvements.
• Manage multiple incoming tickets while maintaining service quality, tone, and response timeliness.
• Use Zendesk, HubSpot, Google Drive, and similar tools to deliver data-informed support.

Requirements

• At least 2 years of experience in customer support, customer success, or customer experience.
• Previous experience supporting B2B clients, preferably in fintech or a fast-paced startup.
• Advanced proficiency with Google Drive, Zendesk or similar support software, and HubSpot or a similar CRM.
• Intermediate English proficiency and full professional fluency in Spanish required.
• Strong attention to detail, service quality standards, empathy, and clear communication.
• Ability to manage multiple tickets or cases in a dynamic, high-volume environment.

Nice to have

• Professional proficiency in English.
• Experience recommending 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 centered on clarity, simplicity, ownership, pride, continuous change, and inclusivity.