CX Agent

Location: Fully remote contractor role for candidates based in Argentina, Brazil, or Mexico. Working hours are Eastern Time, 9am–6pm ET, Monday–Friday.

Company

hirify.global builds an AI-powered, conversation-first language-learning platform with interactive lessons, instant feedback, and support for more than 15 languages.

What you will do

• Handle inbound support requests in English, Spanish, and other relevant languages through in-app chat, email, and additional channels.
• Diagnose and resolve issues involving subscriptions, account access, billing, and app features.
• Escalate technical bugs and complex cases with clear reproduction steps.
• Maintain consistent quality across user interactions, including CSAT and QPI targets.
• Identify feedback patterns and share user insights with the CX lead and product team.
• Contribute to the Spanish and English Knowledge Base and participate in QA reviews, async syncs, and Voice of the Customer reporting.

Requirements

• At least 1 year of customer support or customer-facing experience.
• Native-level English communication skills in reading, writing, and hirify.globaling.
• Professional-level Spanish for user communication.
• Familiarity with US user communication norms.
• Strong empathy, a user-first mindset, and the ability to manage multiple cases independently.
• Availability for Eastern Time hours, 9am–6pm ET, Monday–Friday.

Nice to have

• Experience with Intercom, Zendesk, or similar support tools.
• Experience supporting a mobile app or SaaS product.
• Familiarity with subscription billing or in-app purchase flows.
• Comfort using AI tools in day-to-day work.

Culture & Benefits

• Join a growing, close-knit team during a period of rapid expansion and strong product-market fit.
• Work with colleagues across a global organization serving users in more than 40 countries.
• Collaborate with teams and users across San Francisco, Ljubljana, Seoul, Tokyo, and Taipei.
• Contribute to a product focused on helping people achieve meaningful language-learning goals.