Customer Relations Agent

TL;DR

Customer Relations Agent (Fintech): Providing high-quality support to local business merchants with an accent on terminal operations, payouts, and account management. Focus on resolving complex inquiries via phone, email, and chat while maintaining high CSAT scores and minimizing merchant churn.

Location: Hybrid (Madrid, Spain)

Company

hirify.global is a rapidly growing European fintech company dedicated to simplifying payments and operations for local businesses.

What you will do

• Handle incoming merchant queries via phone, email, and chat regarding terminals, payouts, and app support.
• Diagnose technical issues and resolve or escalate cases according to support playbooks.
• Create and manage service jobs for supply chain tasks like accessory deliveries or swaps.
• Conduct recovery calls following merchant churn to protect revenue.
• Maintain high productivity and quality standards by accurately classifying tickets in Zendesk and Sprinklr.

Requirements

• Fluent Spanish (spoken and written) is mandatory.
• Proficiency in English for internal tools and training.
• Prior experience in customer support, call center, or operations.
• Familiarity with CRM tools like Zendesk, Sprinklr, or similar systems.
• Availability to work shifts aligned with merchant demand, including evenings and weekends.

Nice to have

• Background in payments, banking, or SaaS environments.
• Strong Excel skills for reporting and data management.

Culture & Benefits

• Opportunity to build a career in a fast-growing, dynamic fintech environment.
• Collaborative team culture focused on innovation and serving small businesses.
• Supportive, inclusive, and equal opportunity workplace.
• Structured environment with clear processes and opportunities for skill development.