Senior Customer Care Specialist (Fintech)

Location: Milan, Italy; hybrid with three days per week in-office (Tuesday, Thursday, and one additional day of choice). Extra remote time may be requested.

Salary: Starting from €30,000 gross per annum; final compensation depends on experience and expertise.

Company

hirify.global is a financial platform offering payments, benefits, investing, and cards to more than 6.5 million users.

What you will do

• Manage high-priority and complex customer tickets across email, chat, and other channels while meeting channel-specific SLAs.
• Conduct outbound calls for customer insights, CSAT and feedback collection, retention, and resolution of priority cases.
• Act as a third-level escalation point and coordinate with internal teams on critical or specialized cases.
• Collect customer feedback, identify journey pain points, and report anomalies and ticket spikes to project teams, QA, and WFM.
• Monitor customer reviews, use sentiment analysis to identify trends, and prepare improvement proposals.
• Maintain product-specific knowledge-base articles and propose workflow enhancements to improve NPS.

Requirements

• In-depth knowledge of policies and procedures for specialized topics such as Welfare, Privacy, or Invest.
• High proficiency with major CRM tools and solid Excel skills.
• Strong numerical orientation and understanding of CSAT, First Reply Time, Average Handling Time, NPS, and Resolution Time.
• Comfort with proactive outbound calling for insights, retention, and high-priority case resolution.
• Strong problem-solving and communication skills, with the ability to turn customer pain points into structured product feedback.

Culture & Benefits

• Private health insurance for employees and families, psychological support, and mental health workshops.
• Stock Option Plan, meal vouchers, and relocation support when moving countries.
• Professional development programs, internal mobility, and language courses.
• Hybrid working policy, flexible hours, and unlimited PTO.
• Enhanced parental leave and additional leave for child sickness.