Customer Care Specialist (Fintech)

Location: Remote-first in the United States; office spaces are available in San Jose, California, and Draper, Utah.

Company

hirify.global provides financial automation software for small and midsize businesses, covering payables, receivables, spend, and expense management.

What you will do

• Resolve advanced customer issues and reduce Tier 3 consultation volume.
• Identify recurring customer patterns, friction points, and risks, recommending workflow improvements and proactive education.
• Lead consultative follow-ups and workflow optimization conversations for strategic accounting partners.
• Own sensitive and ambiguous escalations across AP/AR and Spend & Expense.
• Partner across teams to improve customer outcomes and strengthen the Premium support experience.

Requirements

• 5+ years of experience in customer support, customer experience, strategic account support, or a related field.
• Experience supporting high-value, strategic, or white-glove customers in complex B2B, SaaS, fintech, payments, or accounting environments.
• Ability to manage complex, high-risk, or escalated customer situations with sound judgment and strong written and verbal communication.
• Consultative, proactive approach to risk identification, workflow optimization, and reducing customer effort.
• Experience with complex product workflows across multiple workstreams; AP/AR and Spend & Expense experience is preferred.
• Proficiency with CRM systems such as Salesforce, strong documentation habits, and effective prioritization skills.

Culture & Benefits

• Remote-first work environment with opportunities to connect in person.
• 100% company-paid employee health, dental, and vision plans.
• HSA and FSA accounts, life insurance, and short- and long-term disability coverage.
• 11+ observed holidays, wellness days, and flexible time off.
• Employee stock purchase program, wellness initiatives, recognition programs, and referral programs.