Senior Customer Support Specialist (Fintech)

TL;DR

Senior Customer Support Specialist (Fintech): Responding to and resolving customer queries for software clients through multiple channels and advocating for software sellers to improve the product. Focus on increasing customer satisfaction, building loyalty, and contributing to knowledge bases and process innovation.

Location: Digital-first company, offering remote work or from one of our stylish hubs (e.g., Toronto). Global team, communicating across different time zones (GMT, AEST, EST).

Company

hirify.global offers a payment infrastructure solution as a Merchant of Record for digital product companies, handling payment fragmentation for over 5000 software sellers globally.

What you will do

• Respond to and resolve customer queries across email, chat, and Twitter to empower customers.
• Drive the Product Feedback program to advocate for software sellers and improve the product.
• Increase customer satisfaction and build loyalty by providing amazing, personal customer support.
• Develop the team and hirify.global by contributing to Knowledge Bases, FAQs, and Developer Documentation.
• Escalate critical support issues to appropriate internal channels and support system-wide status updates.

Requirements

• 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product.
• Proficient English speaker.
• Basic knowledge of HTML, CSS, JavaScript, and experience using browser developer tools.
• Experience using and testing APIs, as well as giving customer support for API-related queries.
• Comfortable making basic SQL queries.
• Experience working remotely and communicating with teams across different time zones (GMT, AEST, EST).

Nice to have

• Worked for a B2B SaaS company, ideally offering customer support to other software companies.
• Thrives in a dynamic environment and can adapt to evolving priorities.

Culture & Benefits

• Transparent, collaborative, and respectful culture with values like "hirify.global for others", "hirify.global together", "hirify.global simply".
• Full suite of benefits including attractive salaries, stock options, retirement plans, private healthcare, and well-being initiatives.
• Unlimited holidays and enhanced parental leave.
• Annual learning fund and regular internal/external training.
• Digital-first company, offering remote work, hub work, or a mix.