Operations Contact Center Agent - Bilingual (Onsite) (m/f/d)

Location: Onsite in the hirify.global office in Monterrey, Mexico

Company

Flix provides technology-driven intercity bus travel services focused on accessible, sustainable, and affordable transportation.

What you will do

• Manage traffic situations for interstate and intrastate bus services and keep passengers informed about delays, malfunctions, and alternative solutions.
• Investigate and resolve concerns raised by bus drivers, bus partners, and customers.
• Respond to and coordinate emergency situations.
• Coordinate personnel responsibilities and vehicle deployment when operational changes occur.
• Work with drivers, bus partners, owners, operations managers, and dispatchers across the hirify.global fleet.
• Maintain compliance with administrative policies, safety regulations, environmental policies, and government requirements.

Requirements

• High school diploma.
• At least two years of professional call center experience; transportation, security, logistics, or emergency response experience is preferred.
• Fluent English required.
• Availability to work non-traditional hours as part of a 24/7 operation.
• Ability to listen actively, make critical safety and customer-service decisions, and work independently with minimal supervision.
• Comfort with new technologies and proficiency in Microsoft Office Suite.

Nice to have

• Professional Canadian French (Québécois/French-Canadian) proficiency.
• Additional languages such as Spanish, Cantonese, or Mandarin.
• Experience in transportation, security, logistics, or emergency response.
• Passion for public transportation and interest in the bus industry.

Culture & Benefits

• 12 free Flix vouchers and 12 discount vouchers for friends and family.
• Option to work from another location for up to 60 days per year depending on the role.
• Office-first environment with flexibility to support work-life balance.
• Confidential counseling, courses, and stress-management support for employees and up to four family members.
• Language classes, training courses, expert-led learning sessions, and a mentoring program.