Customer Success Champion (Fintech)

TL;DR

Customer Success Champion (Fintech): Managing complex customer interactions and escalating AI-handled cases with an accent on customer advocacy and CSAT optimization. Focus on transforming frontline feedback into actionable insights to improve product and operational efficiency.

Location: Full-time on-site presence in Mexico

Company

hirify.global is a fintech company focused on providing fair and transparent loan services.

What you will do

• Manage complex and sensitive customer interactions across all communication channels, primarily handling cases escalated by the AI agent.
• Maintain CSAT scores of 90% or higher by delivering high-quality, empathetic service.
• Act as the voice of the customer, identifying recurring pain points and translating them into structured improvement proposals.
• Conduct proactive outreach to customers based on case sensitivity or business priorities.
• Collaborate cross-functionally to ensure customer feedback impacts business OKRs and operational performance.
• Stay updated with product policies and tools to ensure consistent service delivery.

Requirements

• At least 2 years of professional experience, preferably in startups, fintech, banking, or financial services.
• Experience in direct customer interaction within digital products or tech-enabled services.
• Basic understanding of how digital financial products and banking services operate.
• English proficiency at B1 level or higher.
• Experience with CRMs, ticketing systems, and digital support tools.
• Full-time availability for on-site presence, working from the office in Mexico.

Nice to have

• Exposure to product development environments, such as usability testing or customer interviews.
• Experience in process optimization using tools like Jira, Miro, or Notion.

Culture & Benefits

• Multicultural and highly driven team of professionals.
• 20 vacation days per year plus a 75% holiday bonus (Prima Vacacional).
• Proportional Christmas bonus (Aguinaldo) and food vouchers.
• Comprehensive Health and Life insurance.
• Competitive salary.