Customer Care Manager (Payments)

Location: Barcelona, Spain; Workplace: Hybrid

Company

hirify.global operates a French-speaking Customer Care function supporting payment services and complex financial products.

What you will do

• Resolve complex Level 2 cases escalated by frontline teams across card payments, payment terminals, and Tap to Pay.
• Assess support quality and provide clear, specific, and actionable feedback.
• Coach and calibrate external partner Team Leads to improve coaching practices and team performance.
• Identify recurring customer and operational issues and improve processes and knowledge documentation.
• Collaborate with Product and Tech on complex investigations and potential product issues.

Requirements

• At least 2 years of experience in Customer Care, Customer Support, or Customer Operations.
• Experience handling complex customer cases, investigations, or Level 2 escalations.
• Experience reviewing support quality, coaching colleagues, or delivering structured feedback.
• Analytical, pragmatic, and able to learn complex products and processes quickly.
• Fluent French and comfortable using Zendesk, Excel, Notion, or equivalent tools.

Nice to have

• Experience in fintech, payments, SaaS, or another complex product environment.

Culture & Benefits

• Combines hands-on customer support with coaching and quality improvement.
• Opportunity to influence a high-volume French-speaking Customer Care operation.
• Exposure to payments and complex financial products.
• Collaboration with external partners, Product, and Tech teams.
• Opportunity to help shape an evolving quality and coaching model.