Customer Support Agent

TL;DR

Customer Support Agent (Support): Handling frequent customer queries and billing issues while maintaining high satisfaction and meeting performance metrics with an accent on first-contact resolution and efficient communication. Focus on resolving complex tickets, escalating issues, and gathering customer feedback to improve product quality.

Location: Must be based in Brazil, Argentina, or Colombia

Company

hirify.global is a leading tech company that builds and operates innovative consumer products across the health, education, and entertainment industries.

What you will do

• Address and resolve common customer queries efficiently to meet SLAs.
• Proactively advise customers on best practices to reduce incoming ticket volume.
• Handle billing-related queries and process refunds accurately.
• Gather and report customer feedback to drive product improvements.
• Escalate complex or out-of-scope issues to the relevant teams.

Requirements

• Must be based in Brazil, Argentina, or Colombia
• Excellent communication and interpersonal skills with a friendly, helpful demeanor.
• Strong problem-solving abilities and a quick learning aptitude.
• Familiarity with CRM systems and modern support tools.
• Ability to work within the LATAM time zone, Monday through Friday.

Culture & Benefits

• Flexible independent contractor agreement offering autonomy and tax advantages.
• Unlimited paid time off policy.
• Paid national holidays.
• Company-provided MacBook for work tasks.
• Supportive, fast-paced work environment focused on professional growth.

Hiring process

• Recruiter screening (40 minutes).
• Three rounds of 30-minute interviews.