Customer Support

TL;DR

Customer Support: Deliver exceptional customer experiences by providing technical and product support with an accent on troubleshooting, SLA adherence, and customer satisfaction. Focus on resolving complex customer issues, optimizing support processes, and collaborating across teams to ensure customer success.

Location: Must be based in Mexico City

Company

hirify.global is a leading SaaS go-to-market platform trusted by over 500,000 companies worldwide, focused on providing verified B2B contact data and sales engagement tools.

What you will do

• Handle customer inquiries via digital and voice channels providing technical and product support.
• Troubleshoot and resolve customer issues, escalating complex problems effectively.
• Stay updated on product changes, features, and integrations to expand knowledge.
• Validate workflows and identify customer feedback patterns to inform internal discussions.
• Ensure customers understand key features aligned with their goals.
• Adhere to SLAs and meet key performance metrics such as resolution time and CSAT.

Requirements

• Must be a resident of Mexico City with full English fluency.
• Minimum 2 years experience in tech customer or technical support roles.
• Strong problem-solving and troubleshooting skills.
• Excellent English communication skills, both written and verbal.
• Proficiency with support tools, live chat, ticketing systems, and SLA adherence.
• Ability to adapt to dynamic work environments and manage time effectively.

Nice to have

• Background in SaaS or technology-focused roles.
• Experience analyzing customer feedback for product/process improvements.
• Familiarity with Jira, Salesforce, and REST API integrations.
• Basic programming knowledge.

Culture & Benefits

• AI-native company culture focused on continuous improvement and productivity.
• Ownership mindset with focus on impact and learning.
• Collaborative environment with cross-department support.
• Encouragement of bold ideas and smart risk-taking.