Customer Experience Specialist (HRtech)

TL;DR

Customer Experience Specialist (HRtech): Managing high-level customer support for international payroll, benefits, and EOR services with an accent on technical issue diagnosis and cross-functional collaboration. Focus on optimizing international support workflows, integrating AI for efficiency, and enhancing internal documentation to scale global operations.

Location: Hybrid in Mexico City, Mexico

Company

hirify.global provides HR, payroll, and benefits solutions to help businesses focus on growth by automating administrative complexity.

What you will do

• Serve as the primary point of contact for complex international payroll, benefits, and EOR-related inquiries.
• Collaborate with Product, Legal, and Operations teams to resolve global product issues and ensure compliance.
• Develop strategic solutions to improve the scalability and performance of international support.
• Create and maintain internal documentation, SOPs, and FAQs in Confluence and the Help Center.
• Advocate for international customer needs and trends to influence the product roadmap.
• Identify opportunities for AI integration and workflow automation to increase efficiency.

Requirements

• 4+ years of experience in customer-facing roles, ideally within the EOR space.
• Proven track record in technical or advisory support for international markets.
• Strong technical acumen and ability to resolve complex software issues.
• Excellent communication skills for conveying complex solutions clearly and patiently.
• Must be based in Mexico City, Mexico for a hybrid work arrangement.

Nice to have

• Experience with SQL, Jira, Zendesk, and Confluence.

Culture & Benefits

• Welcoming and casual work environment with company retreats.
• Comprehensive benefits and wellness program offerings.
• Opportunity to learn from and interact with leaders in the startup community.
• Supportive, entrepreneurial culture driven by core values: Camaraderie, Openness, Grit, Integrity, and Simplicity.
• Strong commitment to diversity, equity, inclusion, and accessibility.