General Support Senior Manager

Location: Mexico City, CDMX; hybrid workplace

Company

hirify.global provides access to the modern financial system and financial services for underserved individuals.

What you will do

• Manage day-to-day operations for customer and clerk support teams in Mexico.
• Design and implement global support strategies to improve customer and clerk experience.
• Monitor and improve average handle time, first reply time, clerk satisfaction, and customer satisfaction.
• Identify bottlenecks across support processes and optimize support agent resources, tools, and licenses.
• Coordinate fraud prevention initiatives with Fraud and Risk teams and manage relationships with the Country Manager and Commercial Director in Mexico.
• Develop standardized performance metrics and scalable QA, training, incentive, and SLA frameworks across internal teams and BPOs.

Requirements

• 7+ years of experience in Operations at high-growth startups.
• Experience managing complex, large-scale support teams with commercial exposure.
• Experience building teams or processes from scratch in 0-to-1 situations.
• Experience managing BPOs and participating in regional roles.
• Advanced Google Sheets or Microsoft Excel skills and comfort with analytics.
• Bachelor’s degree in Business Administration, Economics, Finance, Accounting, or a related field.

Nice to have

• MBA.
• Basic SQL knowledge.
• Experience with large-scale SaaS projects, such as migrating to a new CRM.

Culture & Benefits

• Company-funded health coverage, dental coverage, and vision discounts for employees and immediate family members.
• Life insurance.
• Phone financing, headphones, home office equipment, and wellness perks.
• 30 days of Christmas bonus, 20 days of paid vacation, and a 50% vacation premium.
• 13% savings fund and $2,000 MXN monthly grocery coupons.
• $2,000 USD annual co-working travel perk, $2,000 USD annual professional development perk, and catered lunches.