Customer Operations Analyst (Fintech)

Location: Mexico City, Mexico; hybrid

Company

hirify.global is a fintech company developing consumer finance products including loans, credit cards, and car finance.

What you will do

• Answer customer questions through chat, email, and eventually phone.
• Explain credit card balances, due dates, payments, transactions, account access, and app features.
• Troubleshoot issues, follow security and compliance procedures, and escalate sensitive cases.
• Build deep knowledge of the credit card product, app flows, policies, and internal documentation.
• Identify recurring issues and suggest improvements to FAQs, help articles, canned responses, and automation.
• Share customer feedback with Operations and Product teams.

Requirements

• Strong written Spanish communication skills required.
• Empathy, attention to detail, reliability, ownership, and professionalism.
• Ability to follow processes carefully and handle sensitive customer situations.
• Comfort using support platforms, internal dashboards, messaging tools, and other digital systems.
• Willingness to learn and adapt in a fast-moving environment.

Nice to have

• Previous customer support, call centre, or service experience.
• Experience with banking, credit cards, lending, or other financial products.
• Familiarity with mobile apps or fintech products.
• English communication skills.

Culture & Benefits

• Hybrid work with the option to work from home on Mondays and Fridays.
• In-office collaboration on other weekdays.
• Compensation includes equity.
• Private health insurance is provided.
• Fresh lunches are prepared in the office Tuesday through Thursday.