Customer Support Specialist (Fintech)

Location: Hybrid in Sydney, New South Wales, Australia

Company

hirify.global provides modular payment infrastructure for businesses, including payment acceptance, payouts, card issuing, banking, risk, and fraud management services across global markets.

What you will do

• Provide end-to-end support to merchants using eCommerce and in-store payment solutions by phone and email.
• Troubleshoot payment terminals, gateway integrations, transaction processing, settlements, configurations, refunds, chargebacks, and fraud and risk settings.
• Own complex support cases from initial enquiry through resolution, including proactive follow-up and documentation.
• Manage cases against agreed SLAs and OLAs while meeting targets for first-contact resolution and customer satisfaction.
• Partner with Onboarding, Risk, Product, Engineering, Sales, and external partners to resolve merchant issues.
• Identify recurring issues, support merchant training and onboarding, improve internal knowledge, and contribute to merchant retention.

Requirements

• Previous customer support experience in payments, fintech, banking, or SaaS is preferred.
• Strong problem-solving, troubleshooting, organisational, and communication skills.
• Knowledge of card payments, settlements, chargebacks, refunds, terminals, or gateway integrations is desirable.
• Ability to manage competing priorities in a fast-paced environment and collaborate with stakeholders at all levels.
• Experience with CRM or ticketing systems and strong attention to detail.
• Strong written and spoken English is required for communication with geographically dispersed colleagues, clients, and suppliers.

Nice to have

• Experience in payments, fintech, banking, or SaaS customer support.
• Understanding of payment operations, settlement processes, chargebacks, refunds, terminals, or gateway integrations.

Culture & Benefits

• Collaborative and inclusive workplace focused on innovation and continuous improvement.
• Opportunity to broaden payments expertise through cross-training across operational teams.
• Work with geographically dispersed colleagues, clients, and strategic suppliers.
• Equal-opportunity employer committed to diversity and inclusion.