Manager, Buyer & Case Support

Location: Hybrid in Mexico City, Mexico; candidates should be within commutable distance of hirify.global’s Mexico office and attend once or twice per week. Remote candidates outside commuting distance may be considered case by case, with occasional office travel expected.

Company

hirify.global is a global marketplace for unique and creative goods, providing tools and technology that connect entrepreneurs with buyers worldwide.

What you will do

• Lead and improve the Tier 3 buyer support experience, including complex escalations and executive escalations.
• Monitor and optimize Buyer Support operations against CSAT, Total Resolution Time, Escalation Rate, and First Touch Resolution goals.
• Partner with Enablement, Partner Success Management, and hirify.global Outsourcing Partners to improve vendor-level CSAT and quality scores.
• Identify subject matter experts and support the development of training, content, and quality rubrics for T3 agents and outsourcing partners.
• Hire, assess, coach, and mentor team members while developing promotable candidates.
• Set priorities, manage trade-offs, maintain quality standards, and oversee team projects.

Requirements

• 7 years of overall work experience, including 4 years of customer support experience and team management.
• Ability to motivate teams while balancing authority, reserve, and approachability.
• Comfort analyzing and reporting on data.
• Experience communicating technical issues to business stakeholders and translating them into business terms.
• Experience using support tools such as Zendesk and AI tools.

Culture & Benefits

• Hybrid work with regular access to the Mexico office and occasional travel for eligible remote candidates.
• Equity package and annual performance bonus in addition to salary.
• Competitive benefits supporting employees and their families.
• Inclusive and equitable workplace with accommodation support during the hiring process.
• Visa sponsorship is supported, though availability may be limited to certain roles and skills.

Hiring process

• Submit a resume; a cover letter may be included.
• Accommodation support is available during any part of the interview or hiring process.