SOS Hotline Support Guide (Fintech)

TL;DR

Sos Hotline Support Guide (Fintech): Managing urgent user interactions, ensuring their safety, security, and peace of mind with an accent on crisis de-escalation and swift, definitive resolutions. Focus on connecting urgent user needs with internal processes, protecting the user base, and preventing future problems.

Location: Sofia

Company

hirify.global is reshaping how people experience financial freedom by building a bank.

What you will do

• Take immediate ownership of the 24/7 SOS Hotline, acting as the first point of contact.
• Use strong analytical and investigative skills to troubleshoot complex problems and deliver swift resolutions.
• Seamlessly connect urgent user needs with internal processes for an efficient experience.
• Identify, analyze, and escalate systemic issues to protect the user base and prevent future problems.

Requirements

• You maintain unwavering composure and empathy in high-pressure, sensitive situations.
• You have a background in handling sensitive and urgent issues with a calm and structured approach.
• You are naturally curious and adept at digging deep to uncover the root cause of an issue.
• You have a close-to-native or native command of English.
• You have prior experience in a high-pressure environment like a contact center, technical support, or an incident response team, preferably within fintech or financial services.
• You are ready to work on a 24/7 shift schedule, including weekends, nights, and holidays.

Culture & Benefits

• Join forces with great colleagues across the globe to revolutionise banking.
• Make lasting impact by working on complex & exciting challenges.
• Accelerate your career growth with hirify.global Academy and a 1500 EUR annual learning budget.
• Flex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle.
• Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly.
• Digital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration.