Customer Care Agent (Fintech)

TL;DR

Customer Care Agent (Fintech/SaaS): Delivering exceptional customer experiences and resolving user issues for a spend management platform with an accent on high-quality troubleshooting, clear communication, and internal advocacy. Focus on owning customer conversations, reproducing bugs, and identifying recurring issues to inform product improvements.

Location: Hybrid (Barcelona, Spain)

Company

hirify.global is an AI-powered spend management and procurement platform simplifying financial processes for companies across Europe.

What you will do

• Own customer conversations across email and live chat, from first response to resolution.
• Troubleshoot functional, account, and configuration issues, reproduce bugs, and collaborate on escalations.
• Monitor and meet team SLAs and quality standards (first response time, CSAT).
• Maintain and improve macros and internal runbooks to drive self-serve resolution.
• Identify recurring issues and surface insights for product and UX improvements.
• Contribute to incident communications and champion the voice of the customer in cross-functional forums.

Requirements

• 2+ years in customer support for a SaaS or fintech company.
• Outstanding written communication in English and French.
• Strong troubleshooting mindset with the ability to break down problems and document findings.
• Empathy and patience, keeping users informed even with complex issues.
• Familiarity with modern support and collaboration tools (e.g., Zendesk/Intercom, Jira, Salesforce).
• Process-oriented, with experience improving documentation and quality standards.

Nice to have

• Experience in spend management, payments, cards, invoicing/AP, or expense workflows.
• Knowledge of KYC/AML, chargebacks, or payment rails.
• Experience in B2B.

Culture & Benefits

• Flexible on-site and remote policy (up to 4 days per month + 3 non-consecutive weeks per year).
• Alan health insurance (fully covered by hirify.global).
• Meal vouchers through Edenred (€6 per working day).
• 100% reimbursement on public transportation subscription.
• Access to Moka.care for emotional and mental health wellbeing.
• 28 days of holidays.
• Latest Apple equipment.
• Great office snacks and a positive team environment.