Customer Happiness Associate - Weekends (Analista de Experiência do Cliente - Finais de Semana) – São Paulo (Hybrid)

Location: São Paulo metropolitan region, Brazil; hybrid work with occasional office attendance required. Working hours are 09:00–18:00 BRT, Wednesday to Sunday, on a 5x2 schedule.

Company

hirify.global is a Latin American B2B fintech providing corporate cards, bill payment, financing, and spend-management infrastructure for businesses.

What you will do

• Handle and resolve escalated customer inquiries through email, chat, and phone.
• Investigate issues thoroughly and document findings in internal tools.
• Proactively contact customers with solutions and follow-up support.
• Provide retention-focused options for customers who want to cancel or return orders.
• Identify process improvements based on customer feedback.
• Manage multiple tickets and priorities while maintaining clear, empathetic communication and high service quality.

Requirements

• 2+ years of experience as a Customer Support Representative or Customer Success Agent, preferably in fintech or B2B.
• Previous experience supporting B2B clients.
• Residence in the São Paulo metropolitan region and availability for occasional work from the local office.
• Availability for 09:00–18:00 BRT, Wednesday to Sunday, on a 5x2 schedule.
• Strong interpersonal, investigation, autonomous problem-solving, and documentation skills.
• Advanced proficiency with Google Drive and Office tools; advanced Zendesk or similar experience; intermediate HubSpot or similar experience. Working proficiency in Portuguese and intermediate English.

Nice to have

• Professional working proficiency in English.
• Experience or interest in using AI tools for support workflows.
• Basic Spanish proficiency or willingness to learn.
• Experience analyzing customer-issue trends with spreadsheets, SQL, or similar tools.
• Leadership potential and ability to handle complex situations calmly.

Culture & Benefits

• Product-led, inclusive, values-driven environment focused on clarity, simplicity, ownership, pride, continuous change, and inclusion.
• Competitive salary and ESOP stock options from day one.
• Annual learning budget and accelerated internal development paths.
• Multicultural team with daily exposure to Portuguese, Spanish, and English.
• Flexible vacation and a results-focused hybrid work model.