Junior Customer Support Representative

Location: Mexico City, Mexico; hybrid work. Fixed, non-rotating shifts are available: 07:00–15:00 or 12:00–20:00 Mexico Time.

Company

hirify.global is a consumer intelligence company providing market measurement, analytics, and digital product solutions to manufacturers, brands, and retailers.

What you will do

• Serve as the first point of contact for NIQ Brandbank supplier clients through email, chat, and other digital channels within agreed service levels.
• Develop expertise in Brandbank products and services, including Product Library, Shopper Experience Platform, Integration Solutions, Power BI, and Salesforce.
• Monitor customer service usage, provide guidance, and coordinate product deliveries according to operational capacity.
• Support Operations in resolving workflow issues and collaborate with Account Management, Commercial, and cross-functional teams.
• Prepare customer and business reports covering product status, KPI performance, service utilization, and customer activity.
• Analyze data to support reporting, operational efficiency, business decisions, customer satisfaction, and process improvements.

Requirements

• Bachelor’s degree.
• Experience in Customer Support, Customer Success, Client Services, or a similar customer-facing role.
• Fluent English communication skills are required, both written and verbal.
• Experience in a B2B environment and with multiple KPIs, especially customer satisfaction and service performance metrics.
• Strong organization, prioritization, time management, attention to detail, problem-solving, and collaboration skills.
• Proficiency in Microsoft Office, particularly Excel.

Nice to have

• Experience with data analysis, reporting, or business intelligence tools.
• Familiarity with Salesforce, Power BI, or similar CRM and reporting platforms.
• Exposure to FMCG, retail, e-commerce, or product content management.
• Experience supporting global customers in an international business environment.

Culture & Benefits

• Flexible working environment.
• Volunteer time off.
• LinkedIn Learning.
• Employee Assistance Program.
• Permanent assignment to the selected fixed shift without rotation.