Customer Support & Operations Associate (Fintech)

Location: Fully remote from LATAM or the Philippines. Work schedule: EST, 10:00 AM–6:00 PM, Monday–Friday.

Company

hirify.global connects high-performing candidates with startups in the US and EU, including a fintech client providing financial infrastructure for clinical trial participant reimbursement.

What you will do

• Monitor multiple Zendesk inboxes and respond to clinical trial participants, research site staff, and enterprise clients within a one-business-day SLA.
• Adapt templated responses to different audiences, maintain accurate ticket statuses, and close all follow-up loops.
• Escalate payment-provider and technical issues through documented Microsoft Teams workflows, using the AI-powered triage tool to gather context.
• Execute month-end invoicing in QuickBooks, Coupa, and Tipalti, prepare recurring financial reports, and resolve billing discrepancies.
• Coordinate equipment procurement, courier logistics, HR administration, and process documentation.

Requirements

• 1–3 years of customer support experience in email- or ticket-based environments.
• Hands-on experience with Zendesk or a comparable platform such as Freshdesk, Intercom, or Help Scout.
• Experience with SLA-driven support and measurable response or resolution targets.
• Written support experience with end users and B2B or enterprise clients.
• HIPAA certification, or completion before the first day.
• C1+ English proficiency for written client-facing communication, plus working knowledge of Microsoft 365.

Nice to have

• Experience in healthcare, clinical research, life sciences, or fintech.
• QuickBooks, invoicing, or light finance administration experience.
• Familiarity with clinical trial workflows, participant reimbursement, AI-powered support tools, Coupa, or Tipalti.

Culture & Benefits

• Fully remote work from LATAM or the Philippines with international collaboration.
• Recognition for maintaining CRM hygiene and submitting reports on time.
• Paid time off according to company policy.
• HMO coverage after three months for full-time employees based in the Philippines.
• Direct mentorship, professional development resources, and global networking opportunities.

Hiring process

• Application and screening.
• Skills assessment and Topgrading interview.
• Client interview, job offer, and client onboarding.