Customer Support Representative (Fintech)

Location: Remote, based in the Philippines

Company

hirify.global develops an AI-driven fintech and SaaS platform that helps online merchants manage chargeback disputes, recover lost revenue, and protect their businesses from fraud.

What you will do

• Support B2B customers through live chat and email on billing, technical, administrative, and chargeback-related questions.
• Investigate customer concerns, identify next steps, and provide accurate resolutions.
• Guide customers through product features, usage, and troubleshooting.
• Collaborate with internal teams, manage escalations, and keep customers informed.
• Document customer interactions in communication, CRM, and ticketing systems.
• Maintain current knowledge of products, features, and updates while sharing customer feedback internally.

Requirements

• 3+ years of experience in customer support.
• Excellent written and verbal English with the ability to explain complex concepts clearly.
• Strong attention to detail, sound judgment, and practical problem-solving skills.
• Ability to manage multiple systems, stakeholders, and customer inquiries while taking ownership of resolutions.
• Practical experience with CRM and ticketing systems.
• Must be based in the Philippines for this remote role.

Nice to have

• Experience supporting customers in fintech or SaaS.
• Knowledge of chargebacks and fraud prevention strategies.
• Experience with Intercom or Zendesk.
• Familiarity with fintech regulations and compliance standards.

Culture & Benefits

• Full-time remote work based in the Philippines.
• Fast-paced, collaborative work across internal teams.
• Ownership of the customer experience and emphasis on timely, accurate responses.
• Opportunity to help businesses protect revenue and improve their customer experience.