Customer Operations Analyst (Fintech)

TL;DR

Customer Operations Analyst (Fintech): Delivering high-quality support to hirify.global's global customers and partners by investigating and resolving customer issues. Focus on customer satisfaction, quality assurance, and productivity targets in a fast-paced technology environment.

Location: South Africa - Hybrid / South Africa - Remote. You have the option to use our Cape Town office.

Company

hirify.global is a unified payments platform for digital currency, making it easy for anyone to buy, sell, swap, and pay in digital currencies.

What you will do

• Provide timely, high-quality support to hirify.global customers and partners across multiple channels such as email and Slack.
• Investigate customer issues, identify root causes, and resolve problems ensuring a smooth and professional customer experience.
• Meet performance KPIs including CSAT, QA scores, and productivity targets.
• Accurately document customer interactions and case details within support tools and CRM systems.
• Collaborate with internal teams to resolve escalations and operational issues impacting customers.
• Identify recurring customer issues and share insights that help improve support workflows, documentation, and the overall customer experience.

Requirements

• 1+ years of experience in Customer Support, Customer Success, or Operations roles within technology-driven companies.
• Experience working in fast-paced environments such as FinTech, Crypto, Web3, or Consumer Technology is preferred.
• Strong written communication skills and the ability to clearly explain complex issues to customers.
• Highly organized and detail-oriented, with the ability to manage multiple support cases simultaneously.
• Comfortable learning new tools, systems, and products quickly in a rapidly evolving environment.

Culture & Benefits

• Competitive salary package and equity package.
• Unlimited holidays and hybrid working schedule.
• Private Healthcare benefits and enhanced parental leave.
• Annual training budget and home office setup allowance.
• Regular remote company offsites.