Customer Experience Agent (Fintech)

Location: Remote in Mexico City or the Metropolitan Area. Rotating daytime shifts, 40 hours per week, 5 days on and 2 days off; working days and hours rotate weekly.

Base salary: MXN $19,000–$25,000 gross per month, plus equity and medical, dental, and vision insurance.

Company

hirify.global is a Mexico-based fintech company offering credit cards, buy-now-pay-later loans, bill payments, and a marketplace through a mobile-first application.

What you will do

• Provide fast, accurate, and empathetic support through WhatsApp, email, and internal workflows.
• Resolve complex financial disputes, exception cases, ambiguous product issues, claims, identity checks, and transaction investigations.
• Analyze tickets and user data to identify root causes, trends, outliers, and recurring product issues.
• Raise structured quality tickets and collaborate with Product and Engineering on escalations.
• Work with the automation team to improve support flows, tag errors, and address issues missed by automation.
• Keep current with product changes and use that context to provide accurate, trust-building resolutions.

Requirements

• 2–4 years of experience in customer support or fintech/marketplace environments, preferably in high-concurrency channels such as WhatsApp.
• Experience with dashboards or ticket-tagging systems.
• Strong analytical thinking, judgment, problem-solving ability, and initiative.
• Clear, concise written communication with the ability to adapt tone to context.
• Fluent Spanish and comfortable reading and writing in English.
• Availability for a rotating daytime schedule of 40 hours per week, with 5 working days and 2 days off.

Nice to have

• Interest in learning SQL and working more deeply with data.

Culture & Benefits

• Equity for all employees, including customer support, with equity refreshers.
• 100% medical, dental, and vision insurance coverage.
• English lessons and 15 days of vacation.
• Team offsites twice a year.
• Opportunity to work in an AI-driven customer experience operation with extensive support automation.

Hiring process

• Complete a real-world customer experience business case within 72 hours.
• Attend a manager interview followed by an onsite team interview.
• Complete a background check before receiving an offer.