Product Advocate

TL;DR

Product Advocate: Delivering exceptional customer experiences by troubleshooting and resolving technical and product issues for a leading go-to-market SaaS solution with an accent on optimizing support processes and proactive knowledge expansion. Focus on achieving high customer satisfaction, understanding product features, and effective cross-team collaboration within an AI-native environment.

Location: Onsite in Mexico City

Company

hirify.global is a leading AI-native go-to-market SaaS company providing revenue teams with verified contact data and automation tools to engage and convert prospects into customers.

What you will do

• Handle customer inquiries in digital and voice channels, providing technical and product support.
• Troubleshoot and resolve customer issues, escalating complex problems effectively.
• Stay up-to-date on product changes, new features, and integrations, proactively expanding knowledge.
• Validate workflows with peers and identify patterns in customer feedback to inform internal discussions.
• Ensure customers understand key features and benefits aligned with their goals.
• Consistently adhere to SLAs and meet key performance metrics such as resolution time and CSAT.

Requirements

• Must be a resident of Mexico City.
• Minimum 2 years of proven experience in an entry-level tech Customer Support or Technical Support role.
• Excellent English communication skills (written and verbal) with C1 proficiency.
• Strong problem-solving and troubleshooting skills for complex customer issues.
• Proficiency with support tools (live chat, ticketing systems) and understanding of key metrics (resolution time, CSAT).
• Ability to adapt to change and manage time effectively.

Nice to have

• Background in SaaS or technology-focused roles.
• Experience analyzing customer feedback to inform product or process improvements.
• Familiarity with Jira, Salesforce, and REST API integrations.
• Strong foundational knowledge of integration and filtering systems.
• Basic programming knowledge.

Culture & Benefits

• Work in an AI-native company with a culture of continuous improvement.
• Driven by a shared mission to help customers unlock their full revenue potential through extreme ownership and urgency.
• Deep investment in employee growth with resources, support, and autonomy to make a real impact.
• Collaborative "all for one" team environment across departments.
• Encouragement for bold ideas and courageous action, with freedom to experiment and take smart risks.
• Opportunity to thrive in a career where your work matters and pushes boundaries.