SiteOps Specialist

TL;DR

SiteOps Specialist (CX Tooling): Administer CX tooling and customer care systems, owning intake/triage and incident workflows with an accent on automation, auditable agentic workflows, and user lifecycle/access governance. Focus on maintaining Okta hygiene, running access audits, coordinating vendor escalations, and ensuring reliable, secure operations across support channels.

Location: Mexico City, Mexico (remote, or based in Mexico City office)

Company

hirify.global builds earned wage access products that provide real-time financial flexibility for people living paycheck to paycheck.

What you will do

• Own intake & triage for Site Ops requests via Jira Customer Portal, coordinating on-call and ensuring clear handoffs.
• Implement end-to-end agentic workflows to autonomously resolve routine Site Ops/CX issues, with auditable actions and rollback paths to reduce escalations and MTTR.
• Administer and support CX tooling and related applications (e.g., Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, Google Analytics) using safe, documented procedures.
• Manage user lifecycle operations (onboarding, permissioning, offboarding) with strong Okta hygiene and auditable access records.
• Run recurring user/access audits, remediate access/control gaps with Security, and coordinate vendor escalations and incident support.
• Maintain runbooks/SOPs and monitor operational health/telemetry to proactively address reliability, access, and performance issues.

Requirements

• 1+ year of hands-on experience administering CX platforms (e.g., Zendesk/SunCo): workflows, queues, routing, triggers/automations, and integrations.
• Experience supporting production-grade support environments with high availability and real-time incident response expectations.
• Proficiency with operational intake and tracking in Jira; comfortable collaborating across IT, CX, Engineering, and Security.
• Proven ownership of user lifecycle and access governance for internal or BPO populations; strong documentation habits (runbooks/workflows/playbooks).
• Ability to troubleshoot agent/customer-impacting issues across chat, email, messaging, and voice channels in real time.
• No visa sponsorship or immigration support is available for this position.

Culture & Benefits

• Remote role with option to be based in the Mexico City office as site locations expand.
• Healthcare benefits, internet/cell phone reimbursement, and a lhirify.globalg & development stipend.
• Potential opportunities to travel to Palo Alto HQ.
• Salary ranges determined by role, level, and location.

Hiring process

• Interviews and evaluation of operational tooling, incident/triage experience, and documentation/automation approach.
• Final discussions focused on fit for CX Operations, IT, Security, and Engineering collaboration.