Customer Support Specialist (Fintech)

TL;DR

Customer Support Specialist (Fintech): Managing client-facing support operations and maintaining data connection health for a wealth management SaaS platform with an accent on incident management and SLA compliance. Focus on diagnosing ambiguous technical issues, coordinating across technical teams, and optimizing support workflows.

Location: Hybrid (Barcelona Office)

Company

hirify.global is a fintech startup providing a SaaS platform that helps financial institutions and wealth managers aggregate client financial assets in one place.

What you will do

• Own client-facing support operations end-to-end, managing incidents from intake through resolution.
• Ensure SLA compliance by effectively prioritizing tickets and keeping clients informed.
• Proactively monitor data connection health to identify and resolve issues before they escalate.
• Co-own the internal support backlog and coordinate with Tech, Finance Operations, and CSM/PM teams to unblock issues.
• Track and report on operational metrics, including SLA compliance, backlog trends, and incident volumes.
• Improve support processes and workflows to reduce operational noise and increase efficiency.

Requirements

• Solid experience in incident management, including triage and prioritization.
• Strong structured problem-solving skills for diagnosing root causes of ambiguous issues.
• Professional communication skills for interacting with both technical and non-technical stakeholders.
• Experience managing support or operations backlogs.
• Comfort working with monitoring and alerting tools.
• Fluent in Spanish and English.

Nice to have

• Background in fintech, wealthtech, or data-intensive SaaS environments.
• Proficiency in French.

Culture & Benefits

• Full-time permanent contract with fair compensation.
• Flexible working hours and hybrid work options in a Barcelona office.
• Health insurance and flexible compensation via Alan.
• Subsidized digital canteen through Kombo (50%).
• Yearly training budget and paid day off on your birthday.
• Team-building events and optional Friday happy hours.

Hiring process

• CV and cover letter submission.
• Screening call with the People Business Partner.
• Interview with the Hiring Manager.
• Technical discussion with team members.
• Final alignment meetings and offer.