CX Risk Coordinator

Location: Remote, Lima, Peru; availability for EST hours, including evening coverage

Company

hirify.global is a chef-focused food marketplace delivering fresh, ready-to-eat meals and expanding beyond delivery.

What you will do

• Classify, document, and analyze customer incidents across the T1–T5 severity framework.
• Identify escalation patterns and root causes across markets, routes, meals, and time periods.
• Map CX and operational workflows, size pain points, and design and test process, documentation, automation, or tooling improvements.
• Own CX Risk projects from scoping through delivery, tracking goals, metrics, deadlines, blockers, and outcomes.
• Maintain escalation, credits, and refunds reporting, including weekly summaries, dashboards, and VOC analyses.
• Coordinate with CX Ops, Operations, Markets, Kitchens, and Product, presenting findings and recommendations.

Requirements

• 2+ years of experience in CX, Operations, or an analytical role, ideally in a high-volume, logistics-adjacent environment.
• Experience coordinating projects end to end with deadlines, stakeholders, and measurable outcomes.
• Strong data skills, including spreadsheets, dashboards, anomaly detection, and written analysis for non-technical readers.
• Experience with Zendesk or a comparable CRM or ticketing platform.
• Strong written English and availability to work EST hours, including evening coverage.

Nice to have

• SQL and Google BigQuery experience.
• Familiarity with Lean, root cause analysis, Kanban, or similar process and project frameworks.
• Exposure to Apps Script, Python, n8n, or similar automation and scripting tools.
• Experience with delivery or food operations, including routes, 3PL dynamics, or last-mile logistics.

Culture & Benefits

• Remote work with payment in USD.
• 15 vacation days from the start date.
• Monthly healthcare stipend and paid family leave.
• Four-week paid sabbatical after five years with hirify.global.
• Compassionate leave of 3–5 days when needed.
• Learning opportunities, wellness memberships, delivery apps, AI tools including ChatGPT and Claude, and a personalized English coach.

Hiring process

• Submit an application through the official hirify.global application channels.
• Selected candidates are contacted for the next steps.