Customer Experience Representative, Advanced Services (Fintech)

TL;DR

Customer Experience Representative, Advanced Services (Fintech): Providing customer support focused on options trading and margin-related issues for hirify.global's customers with an accent on resolving complex issues and empowering customers to learn and grow as traders. Focus on identifying trends, escalating findings, and proposing customer-centric solutions to improve the customer experience and product platform.

Location: Based in Chicago, IL; Denver, CO; and Westlake, TX. In-person attendance is expected 5 days per week during the 9-week onboarding period. After onboarding, in-person attendance is expected 3 days every other week, with no required in-office days during the alternating weeks.

Salary: $33.15 - $40 USD per hour.

Company

hirify.global's mission is to democratize finance for all.

What you will do

• Support initiatives to improve customer experience metrics by collaborating with cross-functional teams.
• Identify and analyze customer issues, providing solutions to enhance customer satisfaction.
• Develop subject matter expertise in options and margin trading to handle customer queries.
• Use customer insights and data analytics to identify trends and propose customer-centric solutions.
• Contribute to internal knowledge bases and training content to improve team readiness.
• Address escalated customer issues, ensuring swift resolution while balancing business integrity and regulatory compliance.

Requirements

• 3+ years of customer experience within financial services, including at least 1 year in an active trader role or on a trade desk.
• Active Series 7 & 63.
• Demonstrated ability to collaborate with cross-functional teams to enhance product functionality and customer satisfaction.
• Proven track record of handling escalated customers.
• Familiarity with support platforms and CRM tools (e.g. Salesforce).
• Enthusiasm for financial markets, trading platforms, and fintech innovations.

Nice to have

• Bonus if you have Series 3 & 4.

Culture & Benefits

• Challenging, high-impact work to grow your career.
• Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best in class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Flexible benefits spending account for wellness and learning.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!