Customer Support Associate (Condensed Hours) (Fintech)

Location: Hybrid in Cardiff, UK; office attendance is required during training and on every other Monday afterward.

Salary: £24,182–£25,434 annual starting salary, plus £15,148–£17,928 in stock options.

Company

hirify.global is building a financial membership product that combines credit and debit with fair, flexible rewards.

What you will do

• Support members through calls, chats, and email using product knowledge and a personal approach.
• Own customer problems from start to finish and provide right-first-time resolutions.
• Review and improve internal guides and FAQs based on member interactions.
• Meet support KPIs and share customer trends with team members and managers.
• Participate in Member Support syncs, discuss complex chats, and run refresher sessions as the product evolves.

Requirements

• Commit to full-time condensed shifts: three 11.5-hour shifts per week from Saturday to Monday, including bank holidays.
• Experience in financial services at an early-stage startup or fast-paced company, including escalation or investigation work.
• Strong customer support experience; Intercom experience is a bonus.
• Ability to remain calm during busy peak periods, particularly in chat support.
• Self-directed approach and comfort working autonomously, including some solo shifts.
• Right-to-work, credit, criminal background, and reference checks are required.

Culture & Benefits

• Office attendance is required every weekday during the first two weeks of training, followed by four weeks of Monday office attendance on the new schedule; afterward, Member Support attends every other Monday.
• 17 days of annual holiday, equivalent to 195.5 hours.
• Private Bupa healthcare covering mental health, dental, and vision.
• £750 annual learning and training allowance.
• Team-building trips, quarterly office socials and meals, monthly team events, and a cycle-to-work scheme.

Hiring process

• Introductory call followed by a technical task interview and a values-based interview.
• Background and reference checks are completed before an offer.
• The process typically takes 2–6 weeks, with decisions targeted within 24 hours between stages where possible.