Customer Relations Agent (Fintech)

TL;DR

Customer Relations Agent (Fintech): Providing fast, accurate, and high-quality support to hirify.global merchants in Italy, resolving their queries with empathy and professionalism. Focus on ensuring smooth and positive interactions, building loyalty, and minimizing churn.

Location: Hybrid in Milan, Italy

Company

hirify.global is a fast-growing Fintech in Europe, empowering thousands of local businesses every day with payments and software solutions.

What you will do

• Handle incoming merchant queries via phone, email, or chat on various topics.
• Diagnose issues, follow support playbooks, and resolve or escalate using defined workflows.
• Create and manage Zuper jobs with complete and accurate data for the Supply Chain team.
• Run recovery or terminal return calls after merchant churn, following the CR Recovery Call guide.
• Deliver consistently high productivity, CSAT, and quality scores, communicating with empathy and clarity.
• Classify tickets in Sprinklr or Zendesk, feeding valuable data into dashboards and reporting tools.

Requirements

• Fluency in Italian with a good command of English.
• Excellent communicator with a customer-first mindset and active listening skills.
• Minimum 2 years of experience in customer support, call center, or operations (in payments, banking, or SaaS is a plus).
• Confident navigating multiple systems: Zendesk/Sprinklr, Zuper, CRM/CDP, and basic Excel.
• Detail-oriented, organized, and able to maintain quality in a fast-paced environment.
• Willingness to work shifts aligned with merchant demand, including occasional evenings or weekends.

Culture & Benefits

• Competitive gross salary.
• Tertiary sector CCNL framework.
• Corporate Welfare (€142 net per month) and €8 net per day in meal vouchers.
• Mileage reimbursement for travel.
• Health insurance coverage.
• 26 days of annual leave (plus local bank holidays).
• Flexible work model ensuring a true work-life balance.