Support Operations Analyst

Location: Mexico City, hybrid

Company

hirify.global is a Series B fintech platform in Mexico that provides buy now, pay later payment solutions for consumers and merchants.

What you will do

• Own complex and high-impact support escalations from detection through full resolution.
• Monitor support metrics, response times, conversations, and ticket content to identify emerging failure patterns.
• Diagnose root causes in product bugs and inefficient processes.
• Design operational workflows and propose automations in internal tools or databases.
• Build support flows and Knowledge Base content for frontline agents.
• Define and monitor empathetic, high-touch follow-up communications across support channels.

Requirements

• Completed or final-semester degree in Engineering, Mathematics, Economics, Data, or Business Administration with an analytical focus.
• Strong logical problem-solving skills, customer focus, accountability, and effective cross-functional communication.
• Intermediate proficiency in Excel or Google Sheets.
• Basic knowledge of SQL queries or simple automation scripts, with interest in learning SQL or Python.
• Familiarity with AI tools such as Claude or ChatGPT and prior experience in data analysis or process improvement through university projects, internships, or bootcamps.
• Spanish: native or advanced required; English: advanced, including technical documentation and cross-functional communication.

Culture & Benefits

• Entry point into the Operations organization with the opportunity to learn the business from the ground up.
• Cross-functional collaboration with Product, Risk, Engineering, and frontline support teams.
• Work focused on reducing response times and user contact rates through process improvements and database automations.