Customer Support Representative

Location: Remote within LATAM. Candidates must have the full legal right to work in a LATAM country through citizenship or residency. Occasional weekend availability is required, with one four-hour weekend shift approximately every 7–9 weeks.

Compensation: $18K–$21K, paid monthly in USD.

Company

hirify.global provides a travel platform that helps travel organizers manage and grow their businesses.

What you will do

• Respond to customer questions through email, chat, and calls with empathy and clarity.
• Educate users about the product and help them achieve their goals.
• Troubleshoot issues, escalate technical challenges, and collaborate with engineers to investigate bugs and validate fixes.
• Create and update help center articles and internal support documentation.
• Share user insights with product and engineering teams to improve the customer journey.
• Assist prospective customers before connecting them with sales and balance reactive support with proactive work.

Requirements

• 4+ years of customer support experience, ideally in SaaS or a technology-driven environment.
• Advanced English proficiency at C1 or higher and fluent Spanish, both written and verbal.
• Experience with Intercom, Zendesk, or similar support platforms, including inbox management, workflows, tags, macros, and reporting.
• Hands-on experience collaborating with engineers on bug investigation, fix validation, and product improvements.
• Empathetic, clear, proactive, organized, and comfortable working independently in a fast-paced environment.
• Quiet home office and flexible-hours availability, including occasional weekend work.

Nice to have

• Phone support experience.
• Technical or integration experience with tools such as Zapier, APIs, or Google Analytics.

Culture & Benefits

• Full-time fixed-term engagement under an international B2B contractor agreement.
• Remote-first work with high autonomy, impact, and visibility.
• Unlimited paid time off through the Time to Recharge policy.
• Amsterdam program with the opportunity to visit the HQ for 2–4 weeks annually.
• Paid family leave, three paid volunteer days per year, and coverage for certain work-from-home equipment.
• Two-week cross-functional onboarding and collaboration with an international travel-focused team.

Hiring process

• Complete a two-week cross-functional onboarding program after joining.