Customer Success Senior Associate (Fintech)

TL;DR

Customer Success Senior Associate (Fintech): Providing exceptional service to millions of hirify.global customers, especially focusing on high-value segments by troubleshooting, resolving complex issues, and acting as a bridge between customers and the Product and Engineering teams. Focus on maintaining expert-level product knowledge and enhancing customer success processes through continuous improvement projects.

Location: This is a hybrid role based in our London office, with a mandatory in-office presence four days per week.

Company

hirify.global is the world's leading software platform for digital assets, driven by a passion to code, create, and build an open, accessible, and fair financial future.

What you will do

• Deliver best-in-class service to millions of customers, focusing on high-value segments, providing timely, accurate, and high-touch support.
• Communicate clearly and professionally with customers across multiple channels, always in English and with a customer-first tone.
• Proactively identify, document, and escalate bugs, product feedback, and feature requests to Product and Engineering, ensuring accurate scoping and communication.
• Collaborate closely with internal stakeholders to ensure product issues are reported and resolved clearly, quickly, and efficiently.
• Participate in projects to enhance customer success processes, tools, and workflows, as well as identify and create improvements for public-facing help content and self-service opportunities.

Requirements

• 2+ years in a customer-facing role, ideally within cryptocurrency, fintech, or another regulated/high-growth industry.
• Proven track record handling complex and escalated customer issues, including experience providing tailored, high-touch support to high-value clients (VIP or equivalent).
• Excellent verbal and written communication skills; able to translate technical concepts into simple, clear explanations.
• Ability to work independently while knowing when to escalate and when to collaborate with internal stakeholders.
• Adaptability and resilience in a fast-changing, high-growth environment; willing to roll up your sleeves to support team goals, even beyond core responsibilities.
• Willing and able to work from our London office at least 4 days per week.

Nice to have

• Familiarity with customer support platforms such as Zendesk and/or Intercom.
• Experience creating, reviewing, or improving customer self-service content.

Culture & Benefits

• Full-time salary and equity in an industry-leading company
• Work from Anywhere Policy: You can work remotely from anywhere in the world for up to 20 days per year.
• Unlimited vacation policy.
• Flexible work culture.