Representative, Authenticity (Trust and Safety)

Location: Mexico City, Mexico

Company

hirify.global operates an on-demand food delivery platform connecting 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 safety incidents, background checks, insurance claims, adjudications, and sensitive information.
• Schedule calls, conduct follow-ups, summarize findings, and keep internal partners updated throughout investigations.
• 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 operational processes.
• Use internal policies, data, and analysis to make informed decisions and promote positive outcomes.

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, product improvements, and operational countermeasures.
• Ability to work autonomously, collaborate with internal partners, and communicate progress or problems clearly.
• Experience with adjudications, casework, and government documents.
• Bachelor’s degree or equivalent work experience, with excellent grammar, spelling, and formal and casual communication skills.

Nice to have

• Experience with Chartio and SQL.

Culture & Benefits

• Customer-centric work focused on improving the experience of Customers, Dashers, and Merchants.
• Opportunity to take on responsibilities beyond daily work as the team evolves.
• Work environment that values curiosity, accountability, optimism, and openness to change.
• Close collaboration with company leaders and cross-functional teams.