Customer Experience Associate

Location: Remote in Latin America; availability to work US Pacific or Eastern business hours is required.

Company

hirify.global operates a technology-first canhirify.global wholesale platform supplying products from brands to retailers across the United States.

What you will do

• Handle inbound partner inquiries by email, phone, and chat through high-volume Zendesk, Slack, and phone queues.
• Provide timely support, status updates, and resolution paths for brand and retail partners.
• Manage order workflows, including fulfillment coordination, exceptions, delivery issues, adjustments, cancellations, and returns.
• Support invoice reconciliation, payment inquiries, and COD or collections processes with Finance.
• Coordinate with Operations, Sales, Finance, and Compliance to resolve escalations and maintain accurate CRM records.
• Identify recurring friction points, contribute to knowledge base updates, and support process rollouts and testing.

Requirements

• 2+ years of customer service, account support, or operations experience in a B2B, SaaS, logistics, distribution, or marketplace environment.
• Strong written and verbal English communication skills, with excellent grammar, tone, and accuracy.
• Experience managing high-volume, multi-channel queues while meeting quality and responsiveness standards.
• Proficiency with CRM and ticketing tools such as Zendesk, Salesforce, Freshdesk, or similar.
• Understanding of order management, fulfillment workflows, exception handling, billing, and invoicing.
• Ability to work remotely from Latin America during US Pacific or Eastern business hours, with reliable internet, schedule adherence, and attendance.

Nice to have

• Experience with B2B accounts in distribution, wholesale, or supply chain industries.
• Familiarity with license verification, regulatory documentation, or other compliance-adjacent workflows.
• SaaS platform support experience, including troubleshooting and technical escalations.
• Experience with tiered support or structured escalation frameworks.
• Spanish and English bilingual proficiency.

Culture & Benefits

• Fully remote work in a structured, collaborative team environment.
• Performance expectations supported by coaching, QA reviews, and development opportunities.
• Exposure to a high-growth, technology-first distribution platform operating at scale.
• Opportunity to grow within a CX organization investing in systems, people, and operational excellence.