Member Support Associate (Fintech)

Location: Cardiff, UK. Hybrid role with office attendance every Monday, Wednesday, and Thursday; daily office attendance is required during the first six weeks.

Salary: £26,869–£28,259 annual starting salary.

Company

hirify.global is building a financial membership product centered on credit cards, experiences, and fairer financial services.

What you will do

• Support members through calls, chats, and email with timely, personalized responses.
• Use product knowledge to resolve customer issues and build strong rapport.
• Review and improve internal support guides and FAQs based on member interactions.
• Track support metrics, meet KPIs, and share emerging trends with managers and the wider team.
• Participate in member-support syncs, discuss complex chats, and run refresher sessions as the product evolves.

Requirements

• Availability for full-time flexible shifts: five nine-hour shifts per week from Monday to Sunday, including bank holidays.
• Experience in financial services within an early-stage startup or fast-paced company, including escalation or investigation work.
• Strong customer-service experience and the ability to stay calm during busy periods, especially on chat.
• Ability to own customer problems from start to finish and deliver right-first-time resolutions.
• Right-to-work and criminal background checks are required for employment in the UK.
• Reference checks are required, ideally with the most recent manager.

Nice to have

• Experience with Intercom.

Culture & Benefits

• Values-led, member-first working environment with a strong focus on feedback and continuous development.
• Structured progression with fortnightly one-to-ones and quarterly peer perspectives.
• £15,148–£17,928 in stock options.
• 35 holidays, including 27 days of annual leave and 8 public holidays.
• Private healthcare through Bupa, including mental health, dental, and vision cover.
• £750 annual learning and training allowance, plus team events, office socials, and a cycle-to-work scheme.

Hiring process

• Introductory call lasting 30 minutes.
• Technical task interview lasting 45 minutes, followed by a 60-minute values-based interview.
• Background and reference checks; the full process typically takes 2–6 weeks.