Customer Happiness Associate (Fintech)

Location: São Paulo metropolitan region, Brazil; hybrid work with occasional and organically expected office presence. Working hours: 08:00–17:00 BRT.

Company

hirify.global is a B2B fintech building payment and spend-management infrastructure for companies across Latin America, including corporate cards, bill pay, financing, and a scalable B2B platform.

What you will do

• Handle and resolve escalated customer inquiries through email, chat, and phone.
• Investigate customer problems, document findings clearly, and provide autonomous resolutions.
• Proactively contact customers and conduct follow-up calls when needed.
• Offer retention-focused options to customers considering cancellations or returns.
• Identify process improvements based on customer feedback and recurring issues.
• Manage multiple tickets and priorities while maintaining high-quality, empathetic communication.

Requirements

• At least 2 years of experience as a Customer Support Representative or Customer Success Agent, preferably in fintech or B2B.
• Previous experience supporting B2B clients.
• Based in the São Paulo metropolitan region and available to work from the local office occasionally.
• Available to work from 08:00 to 17:00 BRT.
• Strong interpersonal, investigation, problem-solving, organization, and documentation skills.
• Advanced Google Drive, Office tools, and Zendesk or similar support systems; intermediate HubSpot or similar CRM experience. Working proficiency in Portuguese and intermediate English.

Nice to have

• Professional working proficiency in English.
• Experience or interest in using AI tools for support workflows.
• Basic Spanish proficiency or willingness to learn it.
• Experience analyzing customer issue trends with spreadsheets, SQL, or similar tools.
• Leadership potential and ability to handle complex situations calmly.

Culture & Benefits

• Hybrid work model focused on results, with flexibility in how office and home working are balanced.
• Competitive salary and stock options through ESOP from day one.
• Annual learning budget and accelerated internal development paths.
• Multicultural environment with daily exposure to Portuguese, Spanish, and English.
• Open, inclusive, values-driven culture with high ownership and flexible vacation.