Bilingual Customer Experience Specialist (Fintech)

Location: Hybrid in Montreal, Quebec, Canada; remote work is also stated.

Company

hirify.global is a Canadian fintech company building modular payment infrastructure for businesses across global markets, including payments, payouts, card issuing, banking, risk, and fraud management.

What you will do

• Provide friendly, attentive merchant service through multiple channels.
• Provide second-level escalation support and subject matter expertise to first-level support agents.
• Investigate merchant issues, deliver quick solutions, and develop customized long-term fixes.
• Collaborate with teams across the organization to resolve merchant concerns promptly.
• Proactively contact merchants about unresolved or underlying issues to improve their experience and satisfaction.
• Maintain detailed records of merchant interactions to improve efficiency and reduce resolution times.

Requirements

• Fluent English and French, both orally and in writing, are required.
• Prior experience in customer service, customer retention, or sales.
• Strong communication, organizational, prioritization, and time-management skills.
• A determined, solution-oriented approach.
• Comfort and versatility when working in a dynamic environment with varied tasks.
• Reliability and commitment to providing excellent service.

Culture & Benefits

• Collaborative and innovative workplace committed to diversity and inclusion.
• Flexible working model.
• Group insurance benefits.
• Employee Assistance Program.
• English is used most of the time for written and spoken work communication with geographically dispersed colleagues, clients, and strategic suppliers.
• Recruitment may use automated tools, including AI, for application management and candidate shortlisting.