Customer Support Specialist (Fintech)

TL;DR

Customer Support Specialist (Fintech): Responding to customer and B2B partner queries and ensuring high-standard solution delivery within SLAs/KPIs for a financial technology company. Focus on full ownership of requests, analyzing product malfunctions, and assisting in operational process improvement.

Location: Onsite in Tallinn, Estonia

Company

hirify.global is a cutting-edge financial technology company providing innovative white-label card issuance platforms and seamless integration solutions to modernize payment systems.

What you will do

• Respond to customer and B2B partners queries in a timely and accurate way, identifying their needs.
• Handle all requests through various sources, including calls, emails, chat, tickets, or internal systems.
• Take full ownership of B2B partners' requests, ensuring solution delivery with the highest standards within targeted SLAs/KPIs.
• Analyze and report product malfunctions, updating internal databases with technical issues and customer discussions.
• Inform customers about new features and functionalities, and gather feedback for internal stakeholders.
• Assist in creating new and improving existing operational processes and procedures, and training future representatives.

Requirements

• Fluent English language.
• BSc in Information Technology, a relevant diploma, or equivalent experience.
• Experience as a Customer Support Specialist or a similar CS role.
• Experience using help desk software and remote support tools.
• Understanding of how CRM systems work and experience with support ticketing systems.
• Excellent communication and problem-solving skills.

Culture & Benefits

• Competitive salary and clear career opportunities.
• Supportive and caring leadership.
• A modern office in the center of Tallinn.
• Medical Insurance upon completion of the probationary period.
• Team building and company events, including a referral program and Stebby.
• Free parking.