Representative, Authenticity

Location: Mexico City, Mexico

Company

hirify.global operates an on-demand food delivery platform serving Customers, Dashers, and Merchants.

What you will do

• Manage incoming reports from Customers and Dashers and provide high-quality, empathetic responses by phone and email.
• Investigate and evaluate complex cases, including sensitive incidents, adjudications, insurance claims, and government documents.
• Schedule calls, conduct follow-ups, navigate investigation channels, and summarize findings while keeping partners updated.
• Identify trends, root causes, and operational countermeasures to improve quality and response times.
• Partner with Strategy & Operations, Product, and Engineering teams to build upstream solutions and improve processes.
• Use data analysis and project management to support informed decisions and operational efficiency.

Requirements

• 3+ years of experience working in a high-demand environment.
• Data competency and the ability to answer inquiries from internal partners.
• Experience identifying trends, evaluating product or operational countermeasures, and analyzing their impact.
• Ability to work autonomously, collaborate with internal partners, and communicate progress or issues.
• Experience with adjudications, case work, and government documents.
• Bachelor's degree or equivalent work experience, with excellent grammar, spelling, and written communication skills.

Nice to have

• Experience with Chartio and SQL.

Culture & Benefits

• Work in a Trust and Safety team focused on protecting the experience of Customers, Dashers, and Merchants.
• Collaborate with company leaders and internal teams to solve operational quality issues.
• Opportunity to take on evolving workflows and additional responsibilities.
• Customer-centric environment focused on empathetic problem solving and continuous improvement.