Client Care Manager (Fintech)

TL;DR

Client Care Manager (Fintech): Managing B2B/B2C client interactions and process optimizations for an electronic money institution with an accent on high-tier service delivery and quality assurance. Focus on owning problem resolution, contributing to customer satisfaction initiatives, and improving team workflows in a growing fintech environment.

Location: Must be based in Vilnius, Lithuania (Hybrid: 3 days/week in-office)

Salary: €2,000–€2,200

Company

hirify.global is a boutique Electronic Money Institution based in Lithuania, providing personalized payment services to B2B and B2C clients.

What you will do

• Support clients via email and phone, ensuring end-to-end resolution of issues.
• Drive customer loyalty initiatives by identifying and resolving complex support challenges.
• Collaborate with the Team Lead on quality assurance, CSAT feedback collection, and documentation.
• Contribute to team workflow improvements and participate in risk assessments.
• Handle diverse tasks in an evolving environment, matching high-level responsibilities with new fintech projects.

Requirements

• Proven experience in fintech client care.
• Fluency in both Lithuanian and English.
• Track record of achieving KPIs and SLAs.
• Ability to work from the Vilnius office in a hybrid model 3 days per week.
• Proactive thinker with high tolerance for ambiguity and a drive for change.
• Customer-centric mindset with strong communication and feedback-handling skills.

Culture & Benefits

• Hybrid work policy allowing flexibility between the Vilnius office and remote locations.
• 2nd pillar pension fund coverage.
• Annual birthday month day off.
• Professional learning budget for development.
• Regular team activities including workations and health challenges.

Hiring process

• 30-45 minute technical remote call with the Team Leader.
• 45-60 minute live interview with the Team Leader and Payments Team Leader.