TL;DR

Cx Incident And Bug Analyst: Managing day-to-day operations of the CX Incident Response team, focusing on identification, mitigation, and resolution of customer-facing incidents across %hirify_global% products with an accent on incident triage, escalation, and cross-department communication. Focus on handling high-stress situations, collaborating with product and engineering teams, and improving customer experience workflows.

Location: Hybrid with required in-person participation throughout the year

Company

%hirify_global% is a leading cryptocurrency exchange and fintech company focused on building the emerging onchain platform and future global financial system.

What you will do

Manage daily operations of the CX Incident Response team, including incident identification, mitigation, remediation, and resolution.
Triage and escalate customer-reported bugs across all %hirify_global% products.
Communicate effectively with internal and external stakeholders, including executives and board members.
Serve as escalation point for critical customer experience issues and platform defects.
Represent customer feedback to drive impactful changes in workflows, policies, and tools.
Maintain investigative approach to address critical issues and build scalable operational processes.

Requirements

Must work in defined shifts as required by the business
Minimum 2 years experience in incident management and/or customer support
Fluent English required (read, write, speak)
Experience with CRM tools such as Salesforce.
Strong communication skills to engage multiple departments and stakeholders.
Motivated by %hirify_global%’s mission and passion for crypto/blockchain technology.

Nice to have

Experience at crypto exchanges or financial services.
Advanced project management, analytics, or quality assurance experience.
Advanced degree in business, finance, customer experience, or blockchain.
Familiarity with Google apps, JIRA, Salesforce Service Cloud.
ITIL V4 Foundation certification.
SQL knowledge.

Culture & Benefits

100% covered medical, dental (50% for dependents), and vision insurance.
Life assurance, pension scheme, and long-term disability benefits.
Employee stock purchase plan and wellness stipends.
Generous time off and leave policies.
Learning and development allowance and employee assistance program.
Hybrid work with required in-person attendance at offsites multiple times annually.