Complaints Management Specialist - French Speaker (Fintech)

Location: Vilnius, Lithuania; hybrid setup with 3 days per week expected in the office.

Gross monthly salary: €1,917–€2,592.

Company

hirify.global is a Lithuania-founded second-hand marketplace with hirify.global Pay, a regulated financial services entity providing secure payment services across Europe.

What you will do

• Handle high-priority, complex, and escalated payment-related complaints as the primary specialist contact.
• Investigate complaints and make fair, evidence-based decisions balancing customer outcomes, policies, regulatory requirements, and operational risk.
• Prepare formal complaint responses aligned with FCA DISP, Consumer Duty, GDPR, FOS, and Bank of Lithuania standards.
• Collaborate with Product, Risk, Compliance, Legal, Operations, senior management, and external partners to resolve complex issues.
• Turn complaint themes, customer pain points, data, and root-cause analysis into service improvement insights.
• Maintain complaint controls, procedures, and audit-ready documentation while identifying responsible automation opportunities.

Requirements

• Customer support experience in a highly regulated environment, such as financial services.
• Understanding of regulated complaint handling, fair outcomes, evidence-based decisions, and documentation standards.
• Strong analytical and problem-solving skills, including identifying root causes and proposing practical solutions.
• Excellent written and verbal communication in English and French is required.
• Customer-centric, empathetic, resilient, and objective approach to sensitive cases.
• Strong planning and prioritisation skills.
• Ability to work in a hybrid setup with 3 days per week in the Vilnius office.

Culture & Benefits

• 25 working days of holiday, private health insurance, pension plan with flexible contributions and employer matching, and a confidential Employee Assistance Program.
• Share options programme, monthly hirify.global shopping budget, team-building events, dog-friendly office, and Vilnius office gym and in-house meals.
• Home office IT equipment and up to €540 for home workplace furniture.
• Workation policy allows remote work for up to 90 days per year in the EU, including 21 days globally; non-EU citizens can work up to 21 days worldwide.
• Annual learning budget starting at €3,000 and up to 10 working days over a 2-year period for development.
• A relevant and proportionate background screen is required in line with local law and data protection requirements.