Customer Support Specialist (Fintech)

TL;DR

Customer Support Specialist (Fintech): Providing high-quality customer assistance via chat and email for a blockchain-based payment platform with an accent on empathy, problem-solving, and SLA adherence. Focus on resolving complex customer cases, analyzing feedback to improve the product, and fostering a positive community around Morse Money.

Location: Must be based in Mexico or available to work Mexican timezone hours (9am - 6pm CST)

Company

hirify.global (Morse Money) is a fintech startup leveraging blockchain technology to make sending and receiving money borderless and instantaneous across 150+ countries.

What you will do

• Provide excellent customer support via chat and email to build brand trust and loyalty.
• Ensure all individual customer cases reach a positive resolution through deep empathy and care.
• Maintain detailed and accurate records of customer interactions within the CRM system.
• Prioritize diverse customer requests to meet SLAs and maintain high service standards.
• Collaborate with global teammates on ad hoc projects to optimize the customer experience.
• Analyze customer feedback to identify trends, report bugs, and suggest product improvements.

Requirements

• At least 3 years of experience in a customer-facing role.
• Based in Mexico or available to work Mexican timezone hours (9am - 6pm CST, Wednesday - Sunday).
• Strong written and verbal communication skills with a high capacity for empathy.
• Proven problem-solving skills and critical thinking in high-pressure situations.
• Experience with customer support software and CRM systems (e.g., Zendesk, Intercom, Salesforce).
• Ability to work independently and manage multiple queries simultaneously.

Nice to have

• Familiarity with fintech products.
• Knowledge of blockchain technology.

Culture & Benefits

• Competitive salary and equity package.
• Opportunity to be a core member of a fast-growing fintech startup.
• Collaborative and innovative work environment with significant autonomy.
• Professional growth opportunities, team offsites, and company events.