Tech Customer Support Analyst

TL;DR

Tech Customer Support Analyst (Fintech): Providing first-line support for FX operations, ensuring quick understanding and resolution of issues, and routing them to the appropriate teams. Focus on ensuring clients can operate without friction and problems are solved efficiently, with opportunities to grow into more senior roles within hirify.global Business.

Location: Based in Mexico City and requires working from the office.

Company

hirify.global is the leading cryptocurrency platform in Latin America with over 9 million users, focused on developing the cryptocurrency ecosystem and enabling financial inclusion.

What you will do

• Act as the first point of contact for FX operational issues from internal teams.
• Help clients and internal teams resolve basic issues related to account setup, access, and configuration.
• Understand and triage problems, routing them to the appropriate support channels, primarily through the Operations team.
• Provide clear context and follow-up on issues until they are fully resolved.
• Support onboarding and activation flows, helping clients reach their first transactions.
• Identify recurring issues and share insights with Product and Engineering teams.

Requirements

• Fluency in English and Spanish (spoken and written).
• 2+ years of experience in support, operations, or customer-facing roles.
• Experience working in fast-paced environments.
• High sense of ownership and accountability.
• Ability to stay organized and manage multiple issues at the same time.
• Basic technical understanding (APIs, systems, etc.).

Nice to have

• Exposure to fintech, payments, trading, or banking products.
• Experience with crypto or digital assets.
• Portuguese (spoken and written).

Culture & Benefits

• Unlimited paid time off through the "Me Time" program.
• Remote-first work environment.
• Employee Stock Option program.
• Zero trading fees through the hirify.global Alpha app.
• Extended Family Leave Policy: 4-months leave for all birthing, non-birthing, and adopting parents.
• Premium health, dental, and life insurances in Mexico, Gibraltar, Colombia, USA, Brazil, and Argentina.