SOS Hotline Support Guide (Fintech)

Location: Istanbul or Sofia. Hybrid setup: after 3 months in-office, work 2 days remotely and 3 days in-office each week.

Company

hirify.global is a digital bank focused on reshaping how users experience financial services and financial freedom.

What you will do

• Take immediate ownership of the 24/7 SOS Hotline as the first point of contact for urgent user situations.
• De-escalate crises and provide calm, empathetic guidance that restores user safety and confidence.
• Investigate complex problems, identify root causes, and deliver swift, definitive resolutions.
• Connect urgent user needs with internal processes while keeping the experience efficient and reassuring.
• Identify and escalate systemic issues to help protect the wider user base and prevent recurring problems.

Requirements

• Close-to-native or native English with clear, concise, and empathetic communication.
• Experience handling sensitive and urgent issues in a high-pressure environment such as a contact center, technical support, or incident response team.
• Composure, empathy, curiosity, and a structured approach to investigating problems.
• Availability for a 24/7 shift schedule, including weekends, nights, and holidays.
• Experience in fintech or financial services is preferred.

Culture & Benefits

• International colleagues and a collaborative hybrid working environment.
• hirify.global Academy and a €1,500 annual learning budget.
• €70 monthly flexible benefits budget and private health insurance.
• Digital Nomad Program allowing up to 20 days per year of work while traveling after the first year.
• Travel budgets after two and four years of tenure, plus a company MacBook.
• In-house lunches, Friday drinks, and other team celebrations.