Customer Experience Associate (SaaS)

TL;DR

Customer Experience Associate (SaaS): Providing frontline support for brand and retail partners on a canhirify.global wholesale platform with an accent on multi-channel communication and order management. Focus on resolving complex order issues, managing high-volume queues, and coordinating across Sales, Finance, and Compliance teams.

Location: Remote (Latin America). Availability to work according to US Pacific or Eastern business hours is required.

Company

hirify.global is the #1 licensed canhirify.global wholesale platform in the world, building a technology-first distribution network to scale the canhirify.global industry.

What you will do

• Serve as the primary point of contact for inbound partner inquiries via email, phone, and chat.
• Manage high-volume queues in Zendesk, Slack, and phone while adhering to SLA targets.
• Oversee end-to-end order workflows, including intake, fulfillment coordination, and delivery resolution.
• Coordinate with Operations, Sales, Finance, and Compliance teams to resolve complex partner-facing issues.
• Maintain accurate interaction records in the CRM and contribute to internal knowledge base improvements.
• Analyze partner feedback and friction points to provide inputs for product and process optimization.

Requirements

• 2+ years of experience in B2B customer service, account support, or operations within SaaS, logistics, or marketplace environments.
• Proficiency with CRM and ticketing tools (Zendesk, Salesforce, Freshdesk, or similar).
• Strong written and verbal English communication skills with high attention to grammar and tone.
• Must be based in Latin America.
• Ability to work a schedule aligned with US Pacific or Eastern business hours.
• Solid understanding of order management, fulfillment workflows, and basic billing/invoicing.

Nice to have

• Bilingual proficiency in Spanish and English.
• Experience supporting B2B accounts in distribution, wholesale, or supply chain industries.
• Familiarity with compliance-adjacent workflows such as license verification.
• Background in SaaS platform support and technical escalation frameworks.

Culture & Benefits

• Fully remote work environment with a structured, collaborative team culture.
• Opportunity to grow within a high-growth, technology-first distribution platform operating at scale.
• Clear performance expectations with dedicated coaching and development support.
• Competitive compensation package commensurate with experience.