Customer Success Specialist

Location: Mexico City, Mexico; hybrid work format. Work from home up to 2 days per week depending on team needs; up to 30 workdays of flex-location benefits anywhere in the world.

Company

hirify.global provides technology and communications solutions for airports, airlines, borders, and the global air travel industry, serving international airports and transportation and government clients.

What you will do

• Partner with account teams to oversee service delivery, performance, customer reviews, and executive account planning.
• Build customer knowledge, maintain accurate records, and share operational insights with back-office teams.
• Guide customers on products and releases, manage change requests, escalate technical issues, and follow through to resolution.
• Analyze customer data and feedback to identify trends, risks, and engagement levels.
• Manage success plans, documentation, communications, and retention strategies for at-risk customers.
• Collaborate with internal teams to resolve issues and drive continuous improvement.

Requirements

• 5–7 years of experience in customer or technical support within technology or services, ideally in fast-paced environments.
• 5+ years of experience in customer success, process improvement, or data analysis, with a proven ability to drive improvement plans.
• 7+ years of experience managing customer relationships for ongoing services, preferably in customer service or operations.
• Familiarity with ITIL-based operational processes.
• Proficiency with ticketing systems, CRM tools, and data analysis methods for tracking customer satisfaction.
• Strong team management skills, including conflict resolution, resource planning, and team development.
• Bachelor’s degree in Business Administration, Customer Service, Information Technology, or a related field.

Nice to have

• ITIL certification for process and service management roles.
• Certification in customer relationship management tools.

Culture & Benefits

• Hybrid workplace with flexible arrival times and the option to work from home up to 2 days per week, depending on team needs.
• Flex-location benefits for up to 30 workdays anywhere in the world.
• Employee Assistance Program providing a yearly free service with practical life support.
• Professional development through training platforms including LinkedIn Learning.
• Competitive benefits tailored to the local market and employment status.
• Diverse, international workforce and equal-opportunity workplace.