Team Lead, Customer Care

Location: Remote from Mexico, Argentina, Brazil, or Colombia

Company

hirify.global is building technology for the delivery industry.

What you will do

• Lead onboarding and readiness training for new customer care agents.
• Develop training sessions and maintain documentation covering tools, processes, and product updates.
• Oversee quality assurance across chat, email, phone, and WhatsApp support channels.
• Lead assigned shifts, monitor queues, reassign work, and ensure SLA adherence.
• Manage escalations and coordinate with cross-functional teams on urgent or complex issues.
• Prepare shift and QA reports and recommend workflow, protocol, and performance improvements.

Requirements

• 5+ years of customer support experience, including at least 1 year in a leadership, QA, or training role.
• Experience training and coaching team members in a fast-paced, service-oriented environment.
• Strong written and verbal English communication skills.
• Experience with HubSpot, Slack, Google Workspace, Intercom, Guru, or similar tools.
• High emotional intelligence and strong organizational skills.
• Reliable computer, high-speed internet, webcam, headset with microphone, and a primary 24-inch monitor.

Nice to have

• Experience in food delivery, hospitality, or restaurant technology.
• A second monitor.

Culture & Benefits

• Remote and flexible work environment.
• 10 paid personal or vacation days and 5 paid sick days.
• Monthly wellness stipend.
• Quarterly team dinners and events.
• Opportunity to contribute to delivery technology development.