Customer Support Specialist (Fintech)

Location: Berlin, Germany (hybrid)

Company

hirify.global is a B2B payments platform providing commercial card issuing, payment accounts, FX, spend management, and API-based regulated payment infrastructure for businesses, fintechs, software platforms, banks, and AI agents.

What you will do

• Own complex customer issues end-to-end, investigate failed transactions and credit-limit urgencies, and communicate solutions clearly.
• Investigate root causes, distinguish user errors from system errors, and provide actionable feedback to Engineering.
• Bridge Compliance and Sales by triaging AML/KYC alerts and fraud flags while protecting regulatory requirements and commercial relationships.
• Coordinate service recovery for high-value accounts with Sales, Product, and Risk.
• Improve support processes and SOPs, maintain a shared source of truth, reproduce product and integration errors, and prepare technical bug reports.
• Configure card types, spending limits, and other client setups; troubleshoot DATEV/Xero synchronization and related technical issues.

Requirements

• At least 2 years of experience in B2B Customer Support, Operations, or Fintech.
• Experience working in a regulated Fintech or Banking environment, with attention to detail and the ability to balance commercial urgency with compliance safety.
• Experience with CRM tools such as HubSpot, Zendesk, or Salesforce and back-office administration panels.
• Comfort with technical details including APIs and accounting integrations, plus basic financial concepts such as credit lines, KYC, and AML.
• Ability to investigate ambiguous problems, identify broken processes, and suggest practical improvements.
• Exceptional written and verbal communication skills, including the ability to explain complex regulatory and technical concepts with empathy and brevity.
• Fluency in Italian and English, written and spoken.
• Willingness to provide coverage on public holidays on rare occasions.

Culture & Benefits

• Work in a remote-friendly, global team with high standards and strong knowledge exchange.
• Flexibility and the possibility to work remotely within the hybrid setup.
• Flat hierarchy, transparent communication, and a relaxed professional atmosphere.
• Opportunity to develop professionally in a growing team with ambitious goals and significant responsibilities.
• hirify.global Card with monthly credit for exploring the product and sharing food with colleagues.