Customer Support Team Member (Fintech)

Location: Remote (USA)

Salary: USD $28 per hour

Company

hirify.global builds APIs and components that enable companies such as Coinbase and Bilt to design, launch, and operate branded financial products, including credit cards, while handling lending, compliance, and operations.

What you will do

• Triage and resolve the company’s most complex customer tickets in Zendesk.
• Follow up with customers, partners, and internal teams while keeping cases updated and closing communication loops.
• Track pending items with Compliance, Legal, Payment Operations, Risk, and the BPO team through resolution.
• Handle complaints, BBB cases, and partner escalations as the last line of defense.
• Provide accurate, product- and partner-specific answers and correct difficult customer experiences.
• Identify recurring issues and recommend ways for Tier 1 and Tier 2 support to handle more cases.

Requirements

• At least 2 years of customer support experience, including escalated or Tier 2+ cases.
• Ability to work outside established playbooks and adapt as processes change.
• Strong organization when tracking dozens of open cases across owners and deadlines.
• Clear, careful written and verbal communication, with emphasis on accuracy.
• Proactive persistence with internal teams and partners, patience with customers, and the ability to work independently and collaboratively.
• Ability to learn new tools quickly and handle confidential and sensitive information discreetly.
• Experience with Zendesk or a similar ticketing tool.

Nice to have

• Zendesk administration experience.
• Support experience in credit cards, payments, or fintech, including disputes, refunds, fraud, or rewards.
• Experience with regulated complaints, BBB cases, BPO work, or airline loyalty programs.

Culture & Benefits

• Full-time contract role requiring 40 hours per week.
• Remote work from the USA.
• Work in a team that values humility, high standards, continuous improvement, and low egos.
• Hourly base pay is USD $28, dependent on job-related knowledge, skills, education, and experience.
• Equal opportunity employment without discrimination based on characteristics protected by applicable federal, state, or local law.