Associate, Customer Support (Credit Card Support)

Location: Singapore, Singapore; hybrid work with part-week office attendance and mandatory in-person onboarding

Company

hirify.global is a publicly traded crypto and Web3 platform providing secure crypto products and services to individuals and institutions in more than 70 countries.

What you will do

• Handle customer support calls with warmth, professionalism, empathy, and active listening, identifying root causes and providing effective resolutions.
• Manage inbound customer inquiries and issues through Zendesk Support, Guide, and Chat.
• Coordinate with cross-functional teams, advocate for customer needs, and follow escalated concerns through resolution.
• Partner with department heads to maintain practical runbooks, procedures, and internal documentation.
• Identify process improvements, simplify workflows, and own projects from recommendation through completion.
• Provide occasional on-call weekend coverage, adjust weekday schedules as needed, and maintain detailed knowledge of the hirify.global Credit Card and related policies.

Requirements

• 3–4 years of customer support experience or equivalent.
• Familiarity with crypto and experience supporting financial services in a regulated environment.
• Experience administering and configuring Zendesk Support, Guide, and Chat.
• Confident verbal communication and polished written communication.
• Experience solving complex problems end-to-end with sound judgment and ownership.
• Passion for delivering a great customer experience and ability to work in a fast-paced environment.
• Comfort with flexible hours, including weekends, to provide comprehensive support coverage.
• Basic understanding of financial markets and trading.

Culture & Benefits

• Hybrid work policy in Singapore, with employees expected to work from the office part of the week.
• Comprehensive health plans covered at 100% for employees and dependents.
• Long-term incentive through a new-hire equity grant.
• Paid parental leave and competitive paid time off.
• Equal employment opportunity and reasonable accommodation support.