Customer Care Specialist (SaaS)

TL;DR

Customer Care Specialist (SaaS): Handling inbound and outbound communications to drive customer retention and satisfaction with an accent on resolving complex service issues and upselling. Focus on identifying root causes, overcoming customer objections, and ensuring a seamless customer experience.

Location: 100% Onsite in Guadalajara, Mexico. Must be able to work Arizona time (MST).

Company

hirify.global is a global leader in AI-powered customer experience and team collaboration platforms.

What you will do

• Manage inbound and outbound calls to support and educate existing customers on product value.
• Drive account retention by resolving service removal and cancellation requests through root-cause analysis.
• Identify customer needs to recommend and upsell/cross-sell hirify.global products and services.
• Coordinate with Legal, Sales, Operations, and Billing teams to ensure all customer expectations are met.
• Ensure compliance with contracted service level agreements (SLAs) and internal quality assurance metrics.

Requirements

• 2+ years of experience in retention, sales, or customer-facing phone support with a focus on empathy and assertiveness.
• Fluent English (verbal and written) as over 90% of communication is in English.
• Must be based in Guadalajara, Mexico for 100% onsite work at the office.
• Availability to work Arizona time (MST) and flexible hours, including potential weekends and holidays.
• Proficiency in MS Office 365, Google Workspace, and Microsoft Teams.

Culture & Benefits

• Major health, vision, and dental insurance for employees, legal partners, and children under 25.
• Life insurance valued at 24 times the monthly salary.
• Paid time off including personal days and vacation days.
• Financial incentives: 30-day Christmas bonus, 50% vacation premium, and matched food vouchers.
• 13% matched savings fund.
• Access to ongoing learning, development opportunities, and career advancement.