Customer Support Specialist (Fintech)

TL;DR

Customer Support Specialist (Fintech): Processing escalated customer queries via email, calls, and social media with an accent on understanding user needs and creating internal feedback loops. Focus on resolving complex financial service-related inquiries and being the user's voice to product teams.

Location: London, England, United Kingdom (Hybrid, minimum 2 days per week in-office)

Salary: £29,000–£33,000

Company

hirify.global is the UK's #1 credit score and report app, operating in multiple countries with over 20 million users globally.

What you will do

• Respond to escalated emails, calls, and social media messages from hirify.global users, with guidance from experienced team members.
• Act as the voice of the user, creating an internal feedback loop between product teams and customers.
• Understand hirify.global and DriveScore user needs to exceed their expectations.

Requirements

• Strong writing skills for providing customer service.
• Excellent command of English language.
• Some customer support experience in a Fintech, Financial Services, or similar regulated environment.
• Keen attention to detail and analytical skills.
• Time management and personal organisation skills with the ability to multitask.
• Willingness to learn and experiment.

Nice to have

• Experience using CRM tools like Zendesk.

Culture & Benefits

• Hybrid work environment, with a minimum of 2-3 days per week in-office depending on level.
• 25 paid holidays and a “duvet day” on your birthday.
• Private health and dental cover (including mental health support), life assurance, and up to 6% matched pension.
• Regular Lunch and Learns with guest speakers and access to discounts.
• Dog-friendly office with daily breakfast and free snacks.
• Continued investment into learning and development, leadership-led training, in-house psychotherapist, and a financial coach.
• No clock-watching culture and generous maternity and paternity plans.