TL;DR

Strategic Technical Account Specialist (Fintech): Managing support needs and driving resolutions for high-value sellers in the EU market, with an accent on triaging issues, gathering feedback, and recommending solutions. Focus on building relationships with enterprise contacts and improving the up-market seller experience.

Location: Remote, with primary focus on the EU market and secondary on the UK market. Must have experience supporting sellers in the UK, IE, ES, and/or FR.

Company

%hirify_global%, Inc. builds technology to increase access to the global economy through brands like Square, Cash App, Afterpay, TIDAL, Bitkey, and Proto.

What you will do

Act as the first line of defence for all support needs for strategic accounts (phone, email, Google Meets).
Continuously track, prioritise, and help drive resolutions for Square's highest value sellers.
Identify, document, and follow up with engineers on product bugs and features.
Build relationships with primary contacts across large enterprises, including operations, finance, executives, and technical support.
Communicate key developments, updates, and problems to internal and external stakeholders.
Analyse trends associated with customer issues and suggest improvements to processes, policies, and products.

Requirements

Bilingualism in both English and Spanish is required.
Minimum of 2-3 years customer service, implementation, or account management experience.
Deep understanding of all of Square's first-party products and feature parity across global markets.
Experience supporting sellers in the UK, IE, ES and/or FR is required.
Strong organisational, analytical, written, and verbal communication skills.
Knowledge of British and European payment regulations and compliance requirements.

Nice to have

Fluency in French.
Experience managing complex projects.
Experience filling ON-CALL tickets directly to product & engineering teams.
Experience with payment gateway integrations.
Experience in Risk, Integrations, APIs, Compliance, Fraud, Hardware or Networking.
Previous experience in FinTech or payments industry.
Deep understanding of all of Square's third-party partners.
Experience with SQL and data analysis.

Culture & Benefits

Remote work available.
Medical insurance provided.
Flexible time off.
Retirement savings plans.
Modern family planning support.
Committed to an inclusive interview experience and providing reasonable accommodations.

Hiring process

Automated AI tools may be used to evaluate job applications for efficiency and consistency.