Global Head of Customer Happiness - São Paulo (Hybrid)

Location: São Paulo, Brazil; hybrid work with expected office presence, especially during ramp-up or when required by the leader

Company

hirify.global is a B2B fintech building financial infrastructure for payments and spend management 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.
• Own and improve NPS, CSAT, SLA, response and resolution times, quality, and productivity metrics.
• Standardize customer support processes across markets while preserving local flexibility.
• Develop an AI-first customer experience approach using AI tools, N8N workflow automation, and self-service solutions.
• Partner with Product, Engineering, Operations, and senior executives to identify customer friction and drive company-wide improvements using data from tools such as Metabase.

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.
• Strong experience using AI tools to automate workflows, scale operations, and improve customer satisfaction.
• Strong cross-functional leadership, executive presence, analytical skills, and written and verbal communication.
• 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, and/or Colombia.
• Analytical skills using spreadsheets, SQL, or Python.
• A good sense of humor.

Culture & Benefits

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