Customer Support Specialist (Fintech)

TL;DR

Customer Support Specialist (Fintech): Handling and resolving customer queries for a fintech platform with an accent on developing subject matter expertise in B2C products and processes. Focus on identifying trending issues, suggesting process improvements, and ensuring a customer-centric approach.

Location: Hybrid work in Belgrade, Serbia

Company

hirify.global is a global payment platform simplifying cross-border payments for individuals and businesses, with offices in London, Belgrade, Dublin, and Miami.

What you will do

• Communicate with B2C customers to resolve queries within SLAs.
• Escalate issues internally and liaise with teams to find resolutions.
• Develop expertise in hirify.global's B2C products, systems, and processes.
• Identify trending issues and escalate concerns for continuous improvement.
• Review and suggest improvements for current processes, templates, and systems to enhance customer experience.

Requirements

• Experience in a B2C customer service environment.
• Strong communication, decision-making, and organizational skills.
• Willingness to take ownership of tasks and investigations.
• Ability to work independently and as part of a team in a fast-paced environment.
• Analytical mindset to identify issue trends.
• English: B2 required

Nice to have

• Knowledge of general operations within financial services/FinTech.
• Working knowledge of Zendesk or similar CRM.
• Understanding or awareness of KYC and/or AML.
• Russian language skills.

Culture & Benefits

• Opportunity to make a global impact, serving millions of users worldwide.
• Accelerated career growth through internal mobility and mentoring programs.
• Collaborative, principle-driven culture with an international team.
• Competitive salary and benefits.
• Flexible work arrangements.
• Continuous learning opportunities.