Customer Experience Associate (Fintech)

TL;DR

Customer Experience Associate (Fintech): Managing client inquiries and technical issue resolution within a financial management platform with an accent on platform feedback loops and knowledge base development. Focus on building strong relationships with clients and internal stakeholders to drive process optimization and improve overall platform usability.

Location: Must be based in or able to commute to the office in Madrid, Spain (Hybrid role).

Company

hirify.global is a financial management platform helping medium and large enterprises plan finances, track cash flow in real time, and gain efficient business insights.

What you will do

• Lead and follow up on customer doubts and platform-related technical issues.
• Act as the primary escalation point for both external clients and internal teams.
• Collect and translate customer needs into actionable feedback for product improvement.
• Develop and maintain a comprehensive knowledge base for customers.
• Optimize support processes and improve resolution workflows.
• Collaborate closely with product, marketing, sales, and implementation departments.

Requirements

• Proficiency in both Spanish and English required.
• Experience in ticketing management and a customer service role.
• Knowledge of CRM software, specifically Zendesk.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Hands-on attitude and proactive problem-solving capabilities.
• Team-player mindset with a focus on collective success.

Nice to have

• International work experience or knowledge of additional languages.
• Creative mindset and proactiveness in testing and improving existing processes.
• Strong passion for fintech innovation.

Culture & Benefits

• Competitive salary with twice-yearly performance reviews.
• Hybrid working setup with a flexible schedule.
• Private health insurance through Sanitas.
• Benefits package including salary on demand, restaurant card, transport card, and kindergarten checks.
• Opportunities for professional development through conferences, internal talks, and mentorship.
• Dynamic international team environment.