Customer Success BR & MX

Location: In-office in São Paulo, Brazil, or Mexico City, Mexico; candidates must already be in one of these cities or be ready to relocate at their own cost.

Company

hirify.global is a consumer internet and technology business operating sports media, gaming, social, and fintech products for millions of daily active users.

What you will do

• Resolve customer queries, complaints, and issues across chat, email, and phone, including first-contact resolution.
• Handle inbound volume, outbound calls, and follow-ups.
• Learn the products in depth and educate users on how they work.
• Escalate priority issues to Operations and the Team Leader.
• Share product and market feedback with stakeholders.
• Maintain clean, accurate customer records and collaborate with international Customer Success teams across time zones.

Requirements

• 1–2 years of experience in customer support, a contact centre, or client success.
• Fluent Portuguese and English for São Paulo, or fluent Spanish and English for Mexico City, both spoken and written.
• Comfortable speaking with customers by phone, not only through chat.
• Experience with a service desk such as Freshdesk, Zendesk, Jira, or a similar tool.
• Ability to remain composed under pressure while handling high volumes and demanding users.
• Willingness to work rotational shifts, including weekends and public holidays.

Nice to have

• Experience in online gaming or sports betting.

Culture & Benefits

• Local employment contract and benefits package.
• Competitive local salary with quarterly performance bonuses.
• Top-of-the-line equipment.
• Annual company off-site, referral bonuses, and flash bonuses.
• Opportunities for internal progression, with many LATAM Team Leaders starting as Associates.

Hiring process

• Register interest for the rolling hiring pool; a recruiter reviews every profile personally.
• If there is a current fit, the recruiter contacts candidates within 48 hours; otherwise, the profile remains in the pool until a role opens in the relevant city.
• Application or interview-process adjustments can be requested.