Customer Support Specialist (Fintech)

TL;DR

Customer Support Specialist (Fintech): Supporting customers and driving continuous improvement of customer experience processes with an accent on managing high volumes of requests, identifying automation opportunities, and ensuring service excellence. Focus on solving complex problems, becoming an expert on operational flows, and leveraging AI tools to boost efficiency and quality.

Location: Hybrid (Paris, France), with the possibility of working from home for 2 days per week.

Company

hirify.global is a growing fintech company focused on providing banking services and scaling its Customer Experience team.

What you will do

• Manage high volumes of customer requests via the ticketing platform, ensuring high-quality and timely answers.
• Actively contribute to achieving performance targets (SLAs and CSAT) while maintaining impeccable response quality.
• Analyze, investigate, and propose concrete solutions for complex or unprecedented situations.
• Master key operational processes (account closure, payment claims, card delivery issues) and ensure their scalability.
• Identify recurring pain points and suggest product or process improvements in collaboration with Product Automation, Product, and Risk teams.
• Leverage AI tools daily to increase efficiency, improve response quality, and identify repetitive tasks for automation.

Requirements

• Minimum 2-3 years of experience in a Customer Support, Customer Success, or Operations role, ideally in a fintech, SaaS, or tech company.
• Strong written communication skills (clarity, empathy, accuracy).
• Love processes, tools, and optimization, with an ability to spot inefficiencies and think about automation.
• Naturally organized and methodical, able to prioritize without stress even when facing high volumes.
• Comfortable with technical products and able to simplify complex things for others.
• Fluent in French and English.

Nice to have

• Experience with Zendesk.
• Prior experience in the banking or financial services sector.
• Knowledge of or sensitivity to banking law, financial regulations, or issues related to financial crime and fraud prevention.
• Openness to using AI to boost efficiency and work quality.

Culture & Benefits

• A central role with real impact on customer experience and operational scalability.
• Opportunity to grow Ops muscle (automation, knowledge management, process ownership).
• Cross-functional collaboration with Product, Tech, Fincrime, and Legal teams.
• Fast-paced, learning-focused environment with regular feedback and support.
• Hybrid remote policy allowing 2 days of work from home per week.
• Benefits include 25 days holidays + RTT, meal vouchers, monthly mobility package, Alan health insurance, and discounts on Classpass/Gymlib.
• Access to Moka Care for mental health and wellness support.
• Strong team culture valuing clarity, empathy, challenge, and ownership, with a commitment to diversity and inclusion.

Hiring process

• A 30-minute call with the Talent Acquisition Manager.
• An interview with the Lead Customer Support.
• A case study and a peer interview (live).
• An interview with the Head of Customer Experience.