Customer Support Representative (Hospitality)

Location: Mexico City, Mexico. Hybrid schedule with 3 days per week in the office and 2 days working remotely. Mandatory in-person training at the Mexico City office for the first five weeks, Monday through Friday, 9:00 AM to 6:00 PM.

hirify.global, part of Booking Holdings, provides restaurant reservation technology connecting diners with restaurants and helping hospitality businesses manage their operations.

What you will do

• Resolve complex customer inquiries through phone, email, chat, and community channels.
• Own customer issues from initial contact through final resolution using creative and logical troubleshooting.
• Document customer interactions and technical resolutions accurately in the CRM system.
• Collaborate with colleagues and escalate complex technical issues to support timely resolution.
• Adapt communication styles to support a diverse global customer base.

Requirements

• At least 1 year of experience providing customer support via phone, email, or chat.
• Fluent spoken and written English and Spanish.
• Experience operating and troubleshooting modern Windows and macOS operating systems.
• Ability to work flexible schedules, including rotating morning, afternoon, and overnight shifts, overtime, weekends, public holidays, and other required coverage.
• Full-time availability for 40 hours per week, structured as five 8-hour shifts or four 10-hour shifts.

Nice to have

• Experience in software support or a technical helpdesk environment.
• Practical knowledge of iOS, Apple hardware, or computer networking principles.
• Experience in or a strong interest in the restaurant or hospitality industry.
• Experience resolving customer issues in a dynamic, script-free support environment.

Culture & Benefits

• Hybrid workplace model with office collaboration and work-from-home flexibility.
• Work from almost anywhere for up to 20 days per year.
• Private health, dental, and life insurance; paid parental leave; paid vacation; 20 days of paid time off; five floating holidays; and a 25% vacation premium.
• Company-paid therapy sessions, Headspace subscription, development dollars, leadership development, and access to on-demand learning.
• Free lunch two days per week in the office, paid volunteer time, travel discounts, employee resource groups, social events, and a 30-day Christmas bonus.

Hiring process

• Successful candidates must attend every day of the five-week in-person training period.