Operations Specialist (Fintech)

Location: London, United Kingdom

Company

hirify.global builds a financial platform with simple tools, thoughtful design, and human support for local businesses across Europe.

What you will do

• Investigate and resolve complex merchant issues, internal escalations, and formal complaints from first contact through final resolution.
• Use product knowledge and technical logs to troubleshoot cases across multiple countries and document evidence-based outcomes.
• Coordinate escalations with Product, Engineering, Compliance, and other teams while meeting service-level agreements and quality targets.
• Analyse tickets, complaints, and agent feedback to identify recurring pain points, root causes, and product opportunities.
• Produce cross-country reports, test new tools and features, and translate findings into action plans.
• Document, build, and improve workflows and automations that reduce manual work.

Requirements

• Experience in Customer Support, Sales Support, Complaints, Logistics, or a similar customer-facing operational role.
• Strong ownership, follow-through, structured communication, analytical thinking, and attention to detail.
• Comfort working across platforms and ticketing systems, including reading technical logs.
• Awareness of operational risk, company policy, and regulatory requirements.
• Collaborative approach to working with Engineering, Product, Sales, Support, and Compliance.
• Ability to support more than one market or country.

Nice to have

• Experience handling complaints in an FCA-regulated environment.
• Knowledge of the DISP section of the FCA Handbook, Consumer Duty, PSD2, and the Financial Ombudsman Service.
• Experience with Looker, Tableau, SQL, Sheets automation, Workato, or Jira automations.
• Experience translating operational issues into product opportunities or insights.
• Interest in progressing toward Product Operations, Program Management, or senior complaints roles.

Culture & Benefits

• Cross-functional role with visibility among Product, Engineering, and Compliance leaders.
• Opportunity to help shape a newly formed operations team and its processes.
• Work focused on root causes affecting merchants and agents at scale.
• Career development toward Product Operations, Program Management, or senior complaints roles.
• Inclusive equal-opportunity environment with reasonable adjustments available throughout recruitment.