Customer Care Officer (VIP Clients) (Fintech)

TL;DR

Customer Care Officer (VIP Clients) (Fintech): Providing personalized high-touch support for VIP SME clients with an accent on relationship management and product feedback. Focus on maintaining high customer satisfaction scores and optimizing internal operational processes to improve the user experience.

Location: Hybrid in Barcelona, Spain

Company

hirify.global is a leading European finance workspace providing SMEs with banking services augmented by integrated financial tools.

What you will do

• Deliver personalized and in-depth support to VIP clients via email, chat, and phone.
• Analyze client expectations and needs to provide actionable feedback for product improvement.
• Design and implement internal processes, such as dashboards, to optimize response times and quality.
• Identify anomalies and collaborate with Ops and Product teams to refine problem-solving methodologies.
• Maintain high customer satisfaction standards to preserve company reputation and growth.

Requirements

• At least 1 year of experience in customer support or service roles handling high-profile clients.
• Fluency in both French and English is required.
• Must be located in or able to work from Barcelona on a hybrid basis.
• Excellent oral and written communication skills.
• Strong empathy and the ability to adapt communication style to diverse customer needs.
• Proactive mindset with a drive to contribute beyond core duties.

Culture & Benefits

• Unlimited access to premium AI tools for all employees.
• Inclusive environment with 80+ nationalities and a strong focus on diversity.
• Merit-based, discrimination-free hiring and growth processes.
• Customer-centric culture with a proven high Net Promoter Score (NPS).

Hiring process

• The standard candidate journey typically lasts 20 working days.