Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Handling international inquiries for EOR clients and admins with an accent on complex payroll, benefits, and HR compliance support. Focus on leveraging AI and automation to scale support operations, building foundational knowledge bases, and acting as a product expert to bridge feedback between customers and internal teams.

Location: Hybrid role based in Mexico City, Mexico

Salary: $32.55–$35.81 per hour

Company

hirify.global is a data-driven platform that simplifies HR, payroll, and benefits for businesses, operating with a focus on startup community support.

What you will do

• Manage end-to-end support for international Admins and EOR employees via phone, email, and chat.
• Partner with International Consultants to resolve complex HR and compliance issues.
• Act as the primary product expert to guide customers through the international platform offering.
• Develop and maintain the foundational knowledge base, FAQs, and standard operating procedures.
• Implement AI and automation workflows to enhance support speed and accuracy.
• Provide actionable customer feedback to Product and Operations teams to influence the international roadmap.

Requirements

• 4+ years of experience in customer-facing roles, specifically within the EOR space.
• Native or near-native English fluency (written and verbal) is required.
• Proven experience working with US-based customers and stakeholders.
• Strong problem-solving and consultative skills for complex HR/compliance topics.
• Proactive approach to learning and utilizing new AI and automation support tools.
• Ability to operate independently as an individual contributor.

Nice to have

• Expert-level proficiency with Zendesk or JIRA.
• Previous experience in a high-growth SaaS environment.
• Experience in a team-lead or manager capacity.

Culture & Benefits

• Casual work environment with a strong focus on team wellbeing and support.
• Access to company wellness programs and regular team retreats.
• Opportunity to interact with and learn from startup community leaders.
• Comprehensive total reward package including health benefits and career growth support.
• Collaborative environment that values diversity and entrepreneurial leadership.