CX Operations Improvement Specialist (Fintech)

TL;DR

CX Operations Improvement Specialist (Fintech): Analyzing and resolving quality issues across global payout partners to enhance the reliability of the transaction ecosystem. Focus on identifying root causes, coordinating cross-functional resolution efforts, and optimizing operational workflows through data-driven insights.

Location: Nairobi, Kenya

Company

hirify.global is a global fintech company providing cross-border payment solutions across multiple payout corridors.

What you will do

• Identify, analyze, and resolve operational failures within the payout ecosystem.
• Drive root cause investigations and implement sustainable long-term fixes with external partners.
• Coordinate issue resolution across internal product, engineering, and support teams.
• Manage project initiatives aimed at improving technical and operational process setups.
• Define and track quality metrics to provide actionable insights for stakeholders.
• Optimize workflows and automation to safeguard revenue and reduce transaction disruption.

Requirements

• 2-3 years of experience in technical or operational roles such as customer experience or business operations.
• Strong analytical and problem-solving skills with data interpretation ability.
• Experience with support platforms like Zendesk, Salesforce, or Freshdesk.
• Ability to collaborate cross-functionally and influence stakeholders effectively.
• Strong command of English, both verbal and written.
• Background in the payments industry is preferred.

Nice to have

• Knowledge of process improvement methodologies such as Lean or Six Sigma.
• Additional European language skills.

Culture & Benefits

• Opportunity to work in a rapidly growing global fintech environment.
• Exposure to complex global payout infrastructure and cross-cultural teams.
• Emphasis on continuous learning, professional development, and growth-oriented feedback.
• Fast-paced environment that balances operational speed with long-term quality improvement.