Merchant Support Specialist (Fintech)

Location: Remote in Europe, with CET/GMT+2 working hours.

Company

hirify.global provides merchant-of-record services and software for global payments, billing, and financial workflows.

What you will do

• Own merchant and customer inquiries end-to-end across email, chat, and Slack, driving issues to resolution.
• Investigate and troubleshoot issues across payments, payouts, subscriptions, checkout, and the merchant dashboard.
• Help merchants onboard, navigate the platform, and understand operational and financial workflows.
• Partner with Product and Engineering to reproduce bugs, identify root causes, and convert feedback into product improvements.
• Analyze recurring support trends and improve the Help Center, documentation, product, tooling, automation, and internal processes.
• Prioritize and escalate complex technical, payment, and account issues while maintaining accurate, timely, high-quality support.

Requirements

• 2+ years of experience in customer support, merchant support, or customer success.
• Experience in SaaS, fintech, or payments is preferred.
• Excellent written communication skills and a customer-first mindset.
• Strong troubleshooting and problem-solving abilities.
• Experience with support platforms such as Plain, Zendesk, Intercom, or similar tools.
• Ability to independently prioritize and manage multiple conversations while maintaining attention to detail.
• Comfort collaborating with Product and Engineering teams to resolve customer issues.
• Natural curiosity, resourcefulness, clear communication of complex topics, and attention to detail.

Nice to have

• Familiarity with payments, subscriptions, or Merchant of Record platforms.

Culture & Benefits

• Remote work within Europe aligned with CET/GMT+2.
• Work in a small, fast-moving Merchant Operations team.
• Opportunity to take ownership, challenge existing processes, and contribute to scalable support operations.
• Close collaboration with Product and Engineering and direct exposure to the product and its users.