Customer Support Specialist (Fintech)

TL;DR

Customer Support Specialist (Fintech): Supporting end users at the intersection of gamedev and payments with an accent on resolving complex payment and account-related issues. Focus on investigating transaction discrepancies, maintaining strict SLA compliance, and coordinating with internal teams to drive product improvements.

Location: Remote

Company

hirify.global helps game developers achieve financial and creative independence by providing the solutions they need to launch, run, and grow their businesses.

What you will do

• Provide timely and professional support via chat and email regarding payments and account issues.
• Investigate and resolve complex payment discrepancies, including failed transactions and missing deliveries.
• Manage tickets ensuring strict SLA compliance: first response within 24 hours and priority users within 30 minutes.
• Track and report recurring request patterns and anomalies to act as an early signal for product and UX issues.
• Collaborate with Product, Engineering, and Payments teams to improve support workflows and automation.

Requirements

• Experience in customer support, user support, or operations.
• Fluent English (written and spoken) with professional communication skills.
• Strong attention to detail, process discipline, and a structured approach to problem-solving.
• Ability to work in a shift-based or flexible schedule.

Nice to have

• Experience in gaming, mobile apps, or digital products.
• Background in payments, fintech, or banking operations.
• Familiarity with support tools such as Zendesk or Intercom.
• Understanding of payment flows and common transaction issues.

Culture & Benefits

• Fully remote work environment.
• Opportunity to operate in a fast-paced environment with a strong sense of ownership.
• Direct impact on user experience at the intersection of gaming and finance.