Cx Operations Improvement Specialist (Fintech)

TL;DR

CX Operations Improvement Specialist (Fintech): Strengthening the quality and reliability of our payout ecosystem with an accent on identifying where and why issues occur, driving fast resolution, and implementing sustainable operational and partner improvements. Focus on improving internal processes and external technical or operational setups with partners.

Location: Singapore, Central, Singapore

Company

hirify.global has experienced rapid global growth over the past few years, onboarding customers across multiple markets and payout corridors.

What you will do

• Proactively identify, analyze, and resolve quality and operational issues across payout partners, minimizing customer impact and transaction disruption.
• Work directly with payout partners to investigate incidents, agree on root causes, and drive both interim fixes and sustainable long-term solutions.
• Lead and coordinate issue resolution efforts across internal teams, ensuring fast alignment and clear ownership.
• Define, track, and analyze key quality and performance metrics; identify trends and present clear, actionable insights to stakeholders.
• Continuously improve operational workflows, tools, and automation to reduce response times, increase transaction success rates, and safeguard revenue.

Requirements

• 2-3 years of experience in an operational or technical role, preferably in customer experience, customer support, or business operations.
• Candidates with experience in the payments industry are preferred.
• Strong analytical and problem-solving skills, with the ability to interpret data and recommend improvements.
• Experience with customer support platforms (e.g., Zendesk, Salesforce, Freshdesk) and automation tools.
• Strong communication skills and ability to collaborate with multiple stakeholders.
• Ability to manage multiple projects and prioritize tasks effectively.

Culture & Benefits

• A curious, proactive self-starter who challenges the status quo and is comfortable trying new approaches to drive better outcomes.
• Empathetic and improvement-driven, with a strong desire to learn, build new skills, and deliver results.
• Adaptable and open to change; able to quickly absorb new information and adjust ways of working.
• Clear, confident communicator—both written and verbal—with experience influencing and persuading senior stakeholders.