Customer Support Specialist - Escalations (Fintech)

TL;DR

Customer Support Specialist - Escalations (Fintech): Processing escalated customer queries via email, calls, and social media, ensuring user satisfaction and providing internal feedback. Focus on understanding user needs, resolving complex issues, and maintaining strong customer relationships within a fast-paced fintech environment.

Location: Hybrid in London, UK (Minimum 2-3 days per week in-office)

Company

hirify.global is the UK's number 1 credit score and report app, helping over 20 million users globally manage their credit and financial decisions.

What you will do

• Respond to escalated customer queries via email, calls, and social media.
• Act as the voice of the user, creating an internal feedback loop with product teams.
• Understand user needs to exceed expectations for hirify.global and DriveScore users.

Requirements

• Strong writing skills for customer service communication.
• Excellent command of English language.
• Some customer support experience, preferably in Finance, Financial Services, or a related field.
• Keen attention to detail and analytical skills.
• Time management and personal organisation skills with multitasking ability.
• Experience working towards service targets.

Nice to have

• Experience using CRM tools like Zendesk.

Culture & Benefits

• Flexible hybrid work environment (2-3 days in-office minimum).
• 25 paid holidays and a "duvet day" on your birthday.
• Private health and dental cover, including mental health support.
• Up to 6% matched pension contribution.
• Continued investment into learning and development.
• Dog-friendly office with daily breakfast and free snacks.