Bilingual Merchant Support Specialist (Fintech)

Location: Hybrid in Montreal, Quebec, Canada; 24/7 availability is required, including weekends and/or public holidays.

Company

hirify.global is a Canadian fintech company providing payment acceptance, payouts, card issuing, banking, risk management, and fraud management technology in global markets.

What you will do

• Answer inbound customer service and technical support calls from merchants in English and French.
• Use documentation and support resources to handle requests accurately.
• Resolve merchant requests and occasionally critical or difficult situations with professionalism and tact.
• Identify support trends and report them to support continuous process improvement.
• Work 7.5-hour shifts within a 24/7 support schedule, including weekends and/or public holidays.
• Perform other related tasks essential to merchant satisfaction and business success.

Requirements

• Fluent written and spoken English and French; English is used most of the time, and French is required for positions located in Quebec.
• High school diploma or equivalent.
• Ability to work within a team while owning individual accountabilities.
• Ability to execute well-documented processes and investigate solutions when process documentation has gaps.
• Strong problem-solving ability and commitment to producing high-quality work.
• Advanced computer, typing, and Microsoft Office skills.
• Availability to work 24/7 shifts, including weekends and/or public holidays.

Nice to have

• Spanish communication skills.
• Interest in continuous professional skill development and learning opportunities.
• Interest in continuously improving interpersonal skills.

Culture & Benefits

• Hybrid work in Montreal, Quebec.
• Opportunities to build a long-term career in the fintech industry.
• Evening, weekend, and public-holiday hours are paid at an additional rate.
• Work with geographically distributed colleagues, clients, and strategic suppliers.