Customer Support Specialist (Fintech)

Location: Fully remote; work from anywhere in LATAM, with listed locations in Mexico, Colombia, Argentina, Peru, and the Philippines. Working hours: 10:00 AM–6:00 PM Eastern Time, Monday–Friday, with flexibility for 9:00 AM–5:00 PM EST.

Salary: Based on experience and skills.

Company

hirify.global connects highly qualified candidates with startups in the US and EU; the client is a venture-backed fintech company providing financial infrastructure for clinical trial reimbursement.

What you will do

• Monitor multiple Zendesk support inboxes and respond to clinical trial participants, research sites, and enterprise clients within a one-business-day SLA.
• Adapt templated responses to different business models and audience needs while maintaining clear, empathetic communication.
• Use an AI-powered query triage tool and escalate payment, technical, and specialized queries with complete context.
• Execute month-end invoicing and prepare financial reports in QuickBooks.
• Coordinate equipment procurement, courier logistics, HR administration, and evolving process documentation.
• Work independently during periods when the UK team is offline and collaborate during overlapping hours via Microsoft Teams.

Requirements

• 1–3 years of customer support experience with email-based or ticketing system proficiency.
• Experience with Zendesk or a comparable platform such as Freshdesk, Intercom, or Help Scout.
• English proficiency at C1+ CEFR level with grammatically precise, clear, and adaptable written communication.
• HIPAA certification or commitment to obtain it before Day 1.
• Ability to work independently, manage multiple inboxes, maintain ticket statuses, prioritize queries, and follow up proactively.
• Strong escalation communication and ability to find information across documentation.

Nice to have

• Experience in healthcare, clinical research, life sciences, fintech, or other regulated industries.
• Knowledge of clinical trial workflows, participant reimbursement, or healthcare SaaS platforms.
• Experience with QuickBooks, invoicing platforms, light accounting, AI-powered support tools, or automation frameworks.
• Multi-year tenure in customer support roles.

Culture & Benefits

• Fully remote work with access to international colleagues and industry experts.
• Recognition for maintaining CRM hygiene and submitting reports on time.
• Paid time off according to company policy.
• HMO coverage for Philippines-based full-time employees after three months.
• Direct mentorship and ongoing learning and development resources.

Hiring process

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