Customer Support Specialist (Fintech)

TL;DR

Customer Support Specialist (Fintech): Providing superior customer support to partners, end clients, and internal stakeholders while consistently meeting or exceeding Service Level Agreements (SLAs). Focus on rapid problem-solving with rigor and quality, managing high volumes of complex requests, and driving automation and efficiency through process improvements.

Location: This position requires 1 month of onboarding sessions in our Paris office, followed by flexible work arrangements. Candidates must also be available for a minimum of 1 week of onboarding in our Paris office.

Company

hirify.global is a fintech company focused on making complex banking services simple and provides pixel-perfect banking services.

What you will do

• Handle high volumes of partner and end customer inquiries (onboarding, transactions, card blocks, payment incidents, business queries) via ticketing system, balancing speed and quality.
• Effectively prioritize urgent and non-urgent tickets to meet SLAs and ensure critical issues are addressed first.
• Manage internal escalations effectively, conduct root cause analysis, and provide operational feedback to prevent recurring issues.
• Share clear, accurate, and timely incident reporting with partners.
• Drive automation and efficiency by continuously identifying opportunities for process improvement and enhancements.
• Track individual and team performance and quality metrics to continuously improve service delivery.

Requirements

• 3+ years of experience in Customer Support within a startup/scale-up or finance/banking context, with at least 1 year minimum as a Freelancer.
• Ability to thrive in high-volume environments, especially when facing complex requests requiring extensive investigation and research.
• Excellent at prioritization, independent project management, and autonomy.
• Rigorous and detail-oriented, with a strong sense of quality in all interactions.
• Fluent in English and French.
• Available for minimum 1 week of onboarding in our Paris office to fully immerse in operations before transitioning to flexible work.

Nice to have

• Knowledge of banking law, financial crime (fincrime), and fraud.
• Experience with Zendesk.
• Fluency in other European languages (Spanish, Italian, German, Dutch).

Culture & Benefits

• Operate within the Operations organization to provide excellent assistance to partners and their end customers.
• Core values include Simplicity, Long Term, Excellence, and Being Human.
• Committed to providing a caring work environment for all employees, valuing diversity and inclusion.
• Team of experts dedicated to creating pixel-perfect banking services and exceeding expectations.
• Opportunity to challenge each other in a collaborative, ego-free environment.

Hiring process

• A 30-minute call with our Talent Acquisition Manager.
• An interview with Claudia, our Lead Customer Operations.
• A case study and a peer interview.