Customer Support Group Lead

Location: Onsite in Mexico City, Mexico

Company

hirify.global is a global technology company operating ride-hailing, freight, delivery, intercity travel, and financial services across 48 countries.

What you will do

• Manage the day-to-day work of a customer support team of up to 20 agents, including attendance, breaks, handovers, and shift changes.
• Run daily stand-ups covering KPIs, priorities, blockers, and assignments.
• Monitor SLA, CSAT, AHT, QA, adherence, and chat efficiency in real time and trigger corrective actions.
• Analyze repeated contacts, escalations, and root causes; propose improvements to workflows, scripts, and self-help content.
• Pilot and measure process improvements, including A/B tests where possible, and scale successful changes.
• Support hiring, onboarding, coaching, performance management, policy communication, and compliance coordination with HR, QA, and Training.

Requirements

• 3–4 years of experience in customer support, contact center, or operations, including 1–2 years in a coordinator, senior, or acting-supervisor role.
• Experience managing up to 20 agents per shift with direct accountability for SLA, CSAT, AHT, QA, and efficiency KPIs.
• Experience with coaching, stand-ups, real-time monitoring, escalations, QA frameworks, WFM fundamentals, and root-cause analysis.
• Ability to read BI dashboards, analyze KPIs, create action plans, and use ticketing, CRM, QA/WFM, Google Sheets, and Excel tools.
• Knowledge of SOP compliance, change control, incident communications, fraud and safety awareness, documentation, and de-escalation.
• Conversational advanced English at B2–C1 level; a degree in Management, Communications, Operations, or a related field is preferred.

Nice to have

• Experience in BPO, ride-hailing, delivery, e-commerce, marketplaces, fintech, or logistics.
• COPC or Lean Six Sigma Yellow/Green Belt certification.
• Basic SQL or data extraction skills.

Culture & Benefits

• Competitive salary range.
• Opportunity for advancement and increased responsibility within the organization.

Hiring process

• Talent Acquisition interview, Hiring Manager interview, and Final interview.
• Background check and compliance review followed by an offer and hiring decision.