Global Head of Customer Happiness - Mexico City (Hybrid)

Location: Mexico City, Mexico; hybrid work with expected office presence

Company

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

What you will do

• Lead and develop Customer Happiness leaders and teams across Mexico, Brazil, and Colombia.
• Define the global Customer Happiness strategy, OKRs, KPIs, service standards, and operating model.
• Optimize NPS, CSAT, SLA, response and resolution times, quality, and productivity.
• Standardize customer support processes across markets while preserving appropriate local flexibility.
• Develop an AI-first customer experience approach using AI tools, N8N workflow automation, and self-service solutions.
• Use customer data, feedback, and contact reasons to identify friction, improve operations, and influence Product, Engineering, and Operations strategy.

Requirements

• 8+ years of experience in Customer Support, Customer Experience, Customer Operations, or related functions in a high-growth environment.
• Significant experience leading managers and scaling teams across multiple markets or business units.
• Proven ownership of customer experience and operational KPIs, including NPS, CSAT, SLA, quality, and productivity.
• Extensive experience using AI tools to automate workflows, scale operations, and improve customer satisfaction.
• Strong cross-functional leadership, executive presence, analytical ability, and written and verbal communication skills.
• Experience with Zendesk, Intercom, or similar customer service platforms.

Nice to have

• Experience in fintech, banking, payments, SaaS, or B2B technology.
• Experience leading teams across Mexico, Brazil, or Colombia.
• Independent analytical skills using spreadsheets, SQL, or Python.
• A good sense of humor.

Culture & Benefits

• Competitive salary and stock options through ESOP from day one.
• Multicultural environment with daily exposure to Portuguese, Spanish, and English.
• Annual learning budget and internal accelerated development paths.
• Open, inclusive, values-driven, high-ownership culture with flexible vacation.
• Hybrid work model combining office, customer interaction, and work from home; office attendance is expected organically and may be required during ramp-up or by the leader.