Client Care – Elite Care Consultant (Payments)

Location: Hybrid position based in the Atlanta, Georgia office, United States; in-office days are aligned with the hiring manager. Domestic travel of 5–10% may be required, with after-hours support as needed.

Salary: $93,200–$149,800 USD per year; the position may also be eligible for sales incentives, bonus, and equity.

Company

hirify.global is a global payments technology company facilitating transactions among consumers, merchants, financial institutions, and government entities in more than 200 countries and territories.

What you will do

• Deliver high-value customer service, advocate for clients, resolve inquiries, and maintain support documentation.
• Collaborate with clients and internal Client Success, Sales, Product, Systems, Risk, and Legal stakeholders to identify efficiencies, customer impacts, and required actions.
• Lead complex cross-functional initiatives, coordinate resources, manage change requests, and negotiate expectations.
• Act as an escalation point and liaison for problem management, system enhancements, critical problems, and maintenance outages.
• Build relationships with key clients, educate clients on best practices, and represent client priorities for product and service enhancements.
• Identify operational improvements, report project accomplishments to senior management, coach new staff, and assist with department initiatives.

Requirements

• At least 5 years of relevant work experience with a bachelor's degree, or at least 2 years with an advanced degree, or 0 years with a PhD.
• Excellent written and verbal communication, interpersonal, organizational, conceptual, logical problem-solving, analytical, and strategic-thinking skills.
• High attention to detail and the ability to work under pressure, prioritize, manage multiple tasks, and adapt plans in changing environments.
• Customer-focused mindset, empathy for clients, customer-expectation management, and a proven record of customer satisfaction.
• Understanding of credit card processing, payment gateways, and related technologies.
• Sound business decision-making, goal setting, and achievement of high-quality operational results.
• Strong relationship management and ability to establish productive working relationships.
• Proficiency with Microsoft Outlook, Excel, Word, and PowerPoint.
• Mastery of English.

Nice to have

• 6 or more years of work experience with a bachelor's degree, 4 or more years with an advanced degree, or up to 3 years with a PhD.
• 8 or more years of customer support experience in financial services or the payment card industry.
• Working knowledge of hirify.global systems, including authorization, clearing, and disputes.
• Project management and troubleshooting skills.
• Experience troubleshooting web applications, APIs, gateways, integrations, or environment issues.
• Bilingual abilities in Spanish and/or Portuguese.

Culture & Benefits

• Hybrid office-based work in Atlanta with in-office expectations set by the hiring manager.
• Benefits may include medical, dental, vision, 401(k), FSA/HSA, life insurance, paid time off, and a wellness program.
• Work hours vary according to department needs.
• Office-based role involving desk work, in-person and telephone communication, and frequent use of standard office equipment.

Hiring process

• Qualified applicants are considered without regard to protected characteristics in accordance with applicable law.