Customer Support Specialist (LATAM)

TL;DR

Customer Support Specialist (LATAM): Handling complex customer inquiries and technical escalations for LATAM and Brazil markets with an accent on advanced troubleshooting, ticket management, and technical investigation. Focus on diagnosing issues beyond standard support and bridging communication between clients and internal teams.

Location: Hybrid in Mexico City, Mexico

Company

hirify.global is a fast-growing HR software company serving thousands of clients worldwide with a diverse multicultural team.

What you will do

• Diagnose and triage complex customer issues and act as escalation point for LATAM and Brazil markets.
• Manage incident queues using tools like Jira, ensuring SLA and quality standards.
• Investigate technical issues to identify bugs or configuration errors before escalating.
• Maintain strong client relationships during troubleshooting processes.
• Consolidate and share knowledge to improve team training and first-level resolution.

Requirements

• Location: Must be based in Mexico and able to work from local office
• English: Fluent English required
• Native or fluent Spanish required; Portuguese is a strong plus.
• 1+ years experience in support or technical support, preferably in SaaS.
• Experience with ticketing systems like Jira, Zendesk, HubSpot and understanding of support KPIs.
• Technical mindset with ability to communicate complex technical details to non-technical stakeholders.

Culture & Benefits

• High-growth, multicultural, and friendly environment.
• Language exchange programs.
• Grocery vouchers, free caffeine and tea.
• Medical insurance, nutrition, and therapy support.
• Gympass access and hybrid work model with short Fridays.
• Breakfast and snacks provided.