Customer Support Supervisor (Hybrid)

Location: Mexico City, Mexico; hybrid work with an expectation of coming into the office two days per week

Company

hirify.global provides technology that helps restaurants manage their operations and enables diners to discover and book restaurants.

What you will do

• Build, coach, and develop a team of Customer Support Representatives.
• Drive operational performance and service quality across the restaurant and diner support network.
• Promote continuous learning, accountability, and a collaborative team environment.
• Partner with cross-functional teams to implement support methodologies and best practices.
• Manage performance conversations, schedules, and resources according to business and customer needs.
• Communicate with internal and external audiences through presentations, calls, Slack, and email.

Requirements

• 2+ years of supervisory experience in a call center or customer support environment.
• Experience building, leading, and motivating support teams.
• Strong analytical thinking and behavioral problem-solving skills.
• Foundational knowledge of operating systems, web browsers, routers, modems, and home networking.
• Ability to manage time effectively and handle multiple priorities.
• Ability to work from the Mexico City office two days per week and collaborate across multiple time zones.

Nice to have

• Knowledge of Microsoft Windows client and server operating systems.
• Experience with iOS and Apple hardware environments.
• Experience with Salesforce, Customer Communities, and live chat platforms.
• Strong interpersonal, active listening, written, and verbal communication skills.

Culture & Benefits

• Hybrid workplace with in-person collaboration and flexibility.
• Company-paid therapy sessions and Headspace subscription.
• Paid parental leave, paid vacation, birthday time off, and paid volunteer time.
• Career development funding, leadership development, and access to on-demand learning.
• Private health, dental, and life insurance, plus a 25% vacation premium.
• Travel discounts, employee resource groups, social events, and a Christmas bonus.