Customer Support Specialist (Fintech)

TL;DR

Customer Support Specialist (Fintech): Managing and resolving escalated customer cases, acting as the primary human point of contact for sensitive interactions with an accent on empathy, clarity, and speed, while ensuring all responses meet UK regulatory standards and FCA (DISP) requirements. Focus on identifying operational gaps, suggesting process improvements, and mentoring team members.

Location: For our Team, we offer both hybrid and fully remote working options

Company

hirify.global builds spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike—with a vision to help all businesses ‘go beyond’.

What you will do

• Manage end-to-end communication of escalated customer cases, ensuring each complaint is handled with empathy, clarity, and speed, while ensuring all responses meet UK regulatory standards and FCA (DISP) requirements.
• Act as the central point of contact by escalating tickets to the right internal teams (Product, Engineering, or Finance) and ensuring necessary actions are taken so complaints are resolved strictly within regulatory SLAs.
• Maintain records of all complaints, providing detailed monthly reports to stakeholders to ensure visibility and compliance.
• Analyse individual complaint cases to identify operational gaps and suggest immediate process improvements to prevent recurrence.
• Hold internal teams accountable for follow-up actions, and document key learnings to share with the wider business.
• Provide feedback and help improve our end-to-end Complaints handling process.

Requirements

• Direct experience managing complaints in a regulated financial services environment, with a solid understanding of FCA guidelines.
• Strong communication skills and the ability to explain complex regulatory or technical issues in a simple, human way to customers.
• A passion for solving problems and a resilient mindset when handling high-pressure or escalated situations.
• Excellent time management and the ability to prioritise tasks effectively to meet strict regulatory response deadlines.
• Experience with support tools and a background in customer-facing operational roles.

Culture & Benefits

• Your own hirify.global card (no more out-of-pocket spending!)
• Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office.
• Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis.
• We offer 25 days of holiday + your public holidays.
• For our Team, we offer both hybrid and fully remote working options.
• We use MyndUp to give our employees access to free mental health and well-being support with great success so far.