Customer Support Specialist (UK) (Fintech)

Location: Remote – London, United Kingdom

Salary: £45,000–$50,000 annually, excluding bonuses, equity, and other incentives.

Company

hirify.global is a Series C fintech startup building AI-powered infrastructure for detecting, investigating, and remediating fraud, money laundering, and other suspicious activity.

What you will do

• Own and prioritize incoming customer support tickets while meeting established SLAs.
• Investigate customer issues involving detection models, alerts, case management, operational workflows, and file uploads or downloads.
• Perform troubleshooting and root-cause analysis using available technical tooling.
• Provide first-level resolutions, best practices, and guidance to help customers reduce false positives and processing time.
• Identify bugs and feature requests, escalating issues to Product and Engineering.
• Collaborate with Customer Success on customer communication, troubleshooting, and de-escalation.

Requirements

• Strong technical background, technical aptitude, and problem-solving skills.
• Ability to explain complex technical problems in clear, customer-friendly language.
• Excellent verbal and written communication skills.
• Strong interpersonal and collaboration skills for working with customers and internal teams.
• Curiosity and ability to understand evolving products and customer requirements.
• Bachelor’s degree or equivalent work experience.

Nice to have

• Experience with ticketing systems such as Zendesk or Shortcut.
• Fintech experience.

Culture & Benefits

• Remote work from London.
• Pre-IPO equity and competitive compensation.
• Company-paid medical, dental, and vision insurance for employees.
• Unlimited PTO and generous leave programs.
• 401(k), learning and development stipend, and home office setup support.
• Collaborative, high-ownership culture focused on experimentation, innovation, and AI.