Customer Support Officer (Fintech)

TL;DR

Customer Support Officer (Fintech): Providing friendly and professional support to small business owners via phone, email, and live chat with an accent on quick problem-solving and ownership of customer issues. Focus on understanding customer needs, finding fair solutions, and identifying opportunities for process improvement.

Location: This is a hybrid-based role, working from our Cardiff City Centre Office. Once you’ve passed your probation, you’ll be in the office 3 days a week and 2 days from home.

Salary: £26,500 + monthly bonuses

Company

hirify.global provides an all-in-one business credit card & spend management platform that helps business owners save time and money, serving over 200,000 businesses across the world.

What you will do

• Service customers over phone, email, and live chat in a friendly and professional manner.
• Solve problems quickly, owning each customer's issue from start to finish.
• Listen carefully to understand issues and find fair, sensible solutions.
• Stay up-to-date with products and policies to offer accurate advice.
• Identify opportunities to improve FAQs and suggest process changes.
• Identify customers who might need extra support and ensure they receive it.

Requirements

• 2+ years of customer service experience (financial services experience strongly preferred)
• Excellent written and verbal communication skills
• Strong judgment and confidence in handling complex or sensitive queries
• Ability to manage high volumes of inquiries without compromising quality
• A proactive, solutions-focused approach
• Empathy, curiosity, and a genuine desire to help people
• Ability to work both independently and in a fast-paced team environment

Culture & Benefits

• Private Healthcare (including dental and optician services), and Worldwide travel insurance.
• Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical).
• Salary Sacrifice Pension Scheme up to 7% match.
• 28 days holiday (plus bank holidays).
• Annual Learning and Wellbeing Budget.
• Dog-Friendly Offices with free drinks and snacks.

Hiring process

• First stage: 15-minute intro call with a member of the Talent Team.
• Final stage: Attend an in-person assessment day.