Frontline Support Specialist

TL;DR

Frontline Support Specialist (Customer Support): Provide first-line technical and administrative support to customers via multiple channels with an accent on timely ticket resolution, collaboration across teams, and maintaining high customer satisfaction. Focus on handling escalations, working flexible hours including weekends and holidays, and ensuring professional communication.

Location: Hybrid in Mexico City

Company

hirify.global is a SaaS unicorn revolutionizing commerce by connecting food and retail industries with an API-first platform for seamless order management.

What you will do

• Handle incoming support requests and resolve tickets efficiently across chat, email, phone, and other channels
• Collaborate with CX Team Leads, Account Management, Developers, and other teams to address customer issues
• Provide attentive support during off hours, weekends, and holidays on a rotating schedule
• Take ownership of escalations and guide customers towards rapid resolution
• Follow established processes to ensure professional and streamlined customer service

Requirements

• Fluency in English with strong written and verbal communication skills
• Legal right to work in Mexico
• Strong ownership and organizational skills for timely ticket follow-up and resolution
• Ability to handle complex customer issues professionally and adapt to multiple communication channels
• Collaboration skills to work effectively across teams
• Critical thinking and creative problem solving for challenging issues

Culture & Benefits

• Dedicated learning budget for skill development
• Work on meaningful challenges impacting global commerce
• Innovative culture with weekly releases and new features
• Diverse international team valuing transparency and multiple perspectives
• Part of a rapidly scaling SaaS unicorn
• Regionally tailored compensation and benefits packages