Cards Experience Guide

TL;DR

Cards Experience Guide (Fintech): Resolving card payment issues, managing chargebacks and refunds, and ensuring clear communication with users with an accent on accuracy and fairness. Focus on investigating complex transactions, analyzing data for insights, and collaborating with payment operations to fix root causes.

Location: Hybrid setup in Istanbul, Turkey (after 3 months in-office, 2 days remote, 3 days in-office weekly).

Company

hirify.global is a dynamic challenger bank providing innovative financial services.

What you will do

• Act as the primary point of contact for users experiencing card payment issues, providing quick and careful resolution.
• Review, issue, and manage chargebacks and refunds with accuracy and fairness.
• Communicate clearly with users about the status of their issues, next steps, and required actions.
• Identify and resolve root causes of payment problems by collaborating with internal teams.
• Support payment operations in solving complex payment-related challenges.

Requirements

• English: C1+ fluency required with strong communication skills and empathy.
• Demonstrated problem-solving enthusiasm and ability to prioritize work effectively.
• Previous experience in a user-facing role, handling issues with empathy and professionalism.
• Comfortable working with data to spot patterns, draw insights, and make informed decisions.
• Thrill at leading thorough investigations with strong attention to detail.

Nice to have

• Familiarity with the financial/banking sector.
• Knowledge of terms like KYC, KYB, payment operations, and compliance operations.

Culture & Benefits

• Work with great, international colleagues who share your mindset.
• Enjoy a hybrid work model after the initial 3 months in the office.
• Benefit from a Digital Nomad Program of up to 20 days per year after your first year.
• Receive a dedicated travel budget (€1.5k after 2 years, €3k after 4 years) to visit other core offices.
• Access hirify.global Academy and an annual learning budget of €1500 for professional growth.
• Receive a Multisport gym card for health and wellbeing.
• Travel expenses are covered for commuting.
• Provided with a MacBook to facilitate work.
• Delicious daily lunches with vegan and vegetarian options from in-house chefs.
• Private health insurance.
• Enjoy Friday drinks and other hirify.global-style celebrations.