Technical Client Care Associate (Fintech)

Location: Pasay, Manila, Philippines. Hybrid work with at least 3 days in the office; office-day expectations are confirmed by the Hiring Manager.

Company

hirify.global provides payments technology that connects consumers, merchants, financial institutions, and government entities across more than 200 countries and territories.

What you will do

• Configure, maintain, and deactivate Verifi services for new and existing clients.
• Monitor service performance, alerts, imports, processing, and outages; investigate and resolve identified issues.
• Manage client inquiries through phone and support cases while meeting service-level agreements and client expectations.
• Troubleshoot service, connectivity, and transaction issues in coordination with internal stakeholders.
• Escalate complex incidents, prepare client communications and incident reports, and support client-facing teams.
• Analyze service trends, support operational monitoring and queue management, and contribute to training, knowledge management, and process improvement.

Requirements

• At least 6 months of work experience or a bachelor's degree.
• Preferred: 2 or more years of experience, including experience in fintech, B2B, or digital solutions.
• Experience in customer service or client support, especially payment processing and service configuration.
• Strong written, oral, interpersonal, analytical, problem-solving, time-management, and project-management skills.
• Ability to manage escalations, meet SLAs, de-escalate challenging situations, and work independently or collaboratively.
• Availability for designated shifts, occasional on-call responsibilities, and extended desk-based work of approximately 8 hours per shift; a stable internet connection and suitable remote work environment are required.

Nice to have

• Experience conducting welcome calls and client onboarding.
• Experience with Microsoft Office 365 and generative AI tools such as ChatGPT or Microsoft Copilot.

Culture & Benefits

• Opportunity to work on payments technology used across more than 200 countries and territories.
• Hybrid work arrangement with regular office collaboration.
• Structured service-level objectives, team training, coaching, knowledge management, and employee development activities.
• Equal employment opportunity for qualified applicants.