Customer Experience Specialist (Fintech)

Location: Remote in Mexico City or the Metropolitan Area. Fixed night shift from 11:00 PM to 7:00 AM, 40 hours per week, 5 days on and 2 days off with rotating days off.

Base salary: MXN $24,000 per month, plus equity.

Company

hirify.global is a Mexican fintech company offering credit cards, BNPL loans, bill payments, and a marketplace through a mobile-first app.

What you will do

• Deliver fast, accurate, and empathetic support through WhatsApp, email, and internal workflows.
• Resolve complex financial disputes, exception cases, identity checks, transaction investigations, claims, and escalations.
• Analyze tickets and user data to identify root causes, trends, outliers, and recurring product issues.
• Raise clear quality tickets and collaborate with Product and Engineering on user-impacting problems.
• Provide structured feedback to improve automation flows and tag automation errors.
• Keep up with product changes and apply that knowledge to accurate, trust-building resolutions.

Requirements

• 2–4 years of experience in customer support or fintech/marketplace environments.
• Experience with high-concurrency support channels such as WhatsApp.
• Ability to work reliably and independently during a fixed night shift.
• Strong analytical, problem-solving, judgment, and written communication skills.
• Fluent Spanish and comfortable reading and writing in English.
• Must be based in Mexico City or the Metropolitan Area.

Nice to have

• Interest in learning SQL and working with data.
• Experience improving support automation or working with AI-augmented customer experience operations.

Culture & Benefits

• Lean, high-autonomy support environment with Tier 3-level ownership from day one.
• 100% medical, dental, and vision insurance coverage.
• 15 days of paid time off.
• Equity for employees and opportunities to grow within an AI-driven CX team.
• Team offsites twice a year.

Hiring process

• Complete a real-world CX business case within 72 hours.
• Attend a manager interview and an on-site team interview.
• Complete a background check before receiving an offer.