Customer Support Specialist - MXC (Mon-Fri 2:30pm to 10:30pm CST) (SaaS)

Location: Hybrid, 2 days per week at the downtown Mexico City (Reforma area) office. Must have the legal right to work in Mexico without sponsorship now and in the future. Working hours: Monday–Friday, 2:30pm–10:30pm CST.

Company

hirify.global is a high-growth, PE-backed SaaS company providing a risk intelligence and response platform used by more than 4,000 clients to protect people and assets.

What you will do

• Assess inbound tickets and live chats about product issues and general account questions.
• Resolve customer issues through email, phone, and chat with professionalism and empathy.
• Manage customer tickets within the case queue and provide a high-quality support experience.
• Escalate advanced customer cases to the appropriate team members.
• Maintain product knowledge through learning and development activities.
• Collaborate with teammates by sharing experience and knowledge.

Requirements

• Bilingual English/Spanish communication is required.
• Legal authorization to work in Mexico without visa sponsorship is required.
• 1–2 years of experience in a customer support role in software is preferable.
• Familiarity with Zendesk, Slack, Excel, Outlook, or similar tools.
• Exceptional phone etiquette, written communication, listening, and overall communication skills.
• Energy, humor, compassion, enthusiasm, and a passion for continual learning.
• Ability and willingness to work in a fast-paced, challenging environment.
• Ability to work both autonomously and collaboratively and to accept coaching.
• Availability for the Monday–Friday, 2:30pm–10:30pm CST shift and a hybrid schedule with 2 office days per week.

Culture & Benefits

• Customer-first culture focused on empathy, teamwork, simplicity, and continuous learning.
• Competitive base salary and annual company bonus.
• Employer-paid medical, dental, and vision coverage.
• Parental leave, generous vacation and holiday policy, and Christmas bonus (Aguinaldo).
• Monthly work-from-home stipend and necessary equipment, including laptop, monitor, and accessories.
• Language immersion, mentorship, tech talks, career development sessions, and recognition programs.