Payment Experience Guide

TL;DR

Payment Experience Guide (Customer Support): Deliver empathetic, high-quality support for payment issues, ensuring users are informed and reassured throughout their payment journey with an accent on thorough investigation and swift resolution. Focus on handling escalations, coordinating with teams, and maintaining transparent communication to build user trust.

Location: Hybrid in Sofia, Bulgaria

Company

hirify.global is a fintech product company focused on innovative banking solutions.

What you will do

• Take full ownership of delivering empathetic and high-quality support for payment-related issues.
• Investigate payment problems thoroughly and coordinate with relevant teams for resolution.
• Handle escalations and urgent SOS conversations promptly to reassure users.
• Keep users informed with clear expectations and progress updates until resolution.
• Turn frustrating payment experiences into smooth and confident user journeys.

Requirements

• English: Fluent proficiency required
• Experience in user-facing roles with strong communication and empathy skills.
• Ability to analyze data, spot patterns, and make informed decisions.
• Attention to detail and problem-solving enthusiasm.
• Familiarity with financial/banking sector terms like KYC, KYB, payment, and compliance operations is an advantage.
• Location: Must be able to work hybrid in Sofia, Bulgaria

Culture & Benefits

• Hybrid work setup: 3 months in-office, then 2 days remote and 3 days in-office weekly.
• Digital Nomad program allowing remote work weeks after 1 and 2 years.
• Annual learning budget of 1500 EUR and access to hirify.global Academy.
• Macbook provided for work.
• MultiSport gym card, private health insurance, lunch and snacks at office.
• Monthly phone and internet bill contributions and social events like Friday drinks.

Hiring process

• Structured hiring process with clear steps to evaluate skills and fit.