Customer Support Analyst (Web3)

TL;DR

Customer Support Analyst (Web3): Providing world-class support and resolving complex user inquiries for a leading cryptocurrency platform in Latin America with an accent on empathy, technical problem-solving, and process documentation. Focus on owning the end-to-end customer journey, collaborating with engineering and compliance teams, and ensuring high-quality service under pressure.

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

Company

hirify.global is the leading cryptocurrency platform in Latin America, dedicated to making crypto useful and accessible through intuitive financial products for over 9 million users.

What you will do

• Receive and respond to incoming requests across voice, email, and chat channels.
• Provide prompt responses to all user queries while adhering to strict SLA requirements.
• Communicate effectively and empathetically with both internal and external stakeholders.
• Document and escalate technical issues or reports of fraudulent activity to the relevant operations teams.
• Work with customer advocacy to standardize new and existing internal support policies.
• Maintain high performance and provide support while adapting to a fast-paced environment.

Requirements

• Full fluency in English, Spanish, and Portuguese is required.
• Must be located in Mexico, Colombia, Argentina, or Brazil.
• Minimum 1+ year of experience in a customer support or service agent role.
• Proven experience using Zendesk or similar ticketing systems.
• Strong communication skills and ability to thrive under pressure in a remote work setting.
• Availability to work specific shifts aligned with regional time zones.

Culture & Benefits

• Remote-first work environment.
• Unlimited paid time off through the Me Time program.
• Employee Stock Option program.
• Premium health, dental, and life insurance coverage.
• Extended Family Leave policy covering 4 months for all parents.
• Zero trading fees on the hirify.global Alpha app.