Service Leader (Fintech)

TL;DR

Service Leader (Fintech): Leading the intersection of CX operations, product insights, and agent enablement to ensure seamless customer journeys and effective product feedback integration. With an accent on voice of customer and agent feedback consolidation, content oversight, and cross-functional collaboration. Focus on driving continuous improvement through analytics, stakeholder management, and operational insight.

Location: Remote (Serbia)

Company

hirify.global is a leading FinTech company in the GCC region, enabling financial freedom through flexible payment solutions used by over 15 million users and 40,000 global brands.

What you will do

• Act as the single point of contact between CX and Product teams, consolidating customer and agent insights.
• Lead creation and maintenance of agent-facing content ensuring clarity and alignment with product updates.
• Monitor and analyze ticket trends, agent feedback, and QA results to identify friction points and drive improvements.
• Collaborate cross-functionally with Product Managers, CX Ops, QA, and Training teams to implement enhancements.
• Ensure new product launches are supported with updated content and trained agents.
• Maintain procedural accuracy and governance standards in partnership with the Process Team.

Requirements

• Location: Must be based in Serbia or able to work remotely from Serbia
• 2+ years experience in CX, Product Operations, Service Excellence, or Enablement.
• Strong collaboration skills with Product, Engineering, Analytics, and CX teams.
• Experience with Project Management and Agile frameworks.
• Excellent written and spoken English; Arabic or Russian is a strong plus.
• Fintech or high-growth startup experience preferred.

Culture & Benefits

• Flexible working hours with autonomy and responsibility.
• Employee stock options program participation.
• Monetary benefits for health, well-being, education, or professional development.
• Supportive environment influencing career growth through quality work.

Hiring process

• HR call
• Assessment
• Technical interview
• Final interview
• Hired