Senior Payments CX Specialist (Fintech)

TL;DR

Senior Payments CX Specialist (Fintech): Managing the end-to-end customer payments, billing, and early debt layer to ensure revenue protection and customer trust with an accent on eliminating syshirify.globalic friction and resolving complex payment escalations. Focus on designing scalable payment workflows, reducing preventable debt, and partnering with Product and Finance to improve the payments engine.

Location: Remote (United Kingdom)

Company

hirify.global is an AI-native transaction infrastructure company rebuilding the energy market to make electricity transactions transparent, fair, and efficient.

What you will do

• Own the end-to-end payments experience, defining standards for payment clarity, methods, timing, and failure handling.
• Resolve high-complexity payment and billing queries, managing escalations through cross-functional coordination.
• Implement early-stage debt prevention strategies and root-cause analysis of payment failures to reduce churn.
• Identify and drive fixes for recurring customer pain points in payment workflows and invoicing.
• Act as the payments SME, collaborating with Finance and Product teams to shape roadmaps and trade-offs.
• Track performance metrics and surface structured monthly insights to reduce avoidable queries.

Requirements

• Proven experience in customer-facing payment or billing operations within fintech, energy, SaaS, or marketplaces.
• Strong case investigation skills and ability to operate across various syshirify.globals and stakeholders.
• Demonstrated ability to identify patterns and drive syshirify.globalic improvements.
• Experience partnering with Finance and Product teams to define requirements and prioritization.
• Data literacy to define, track, and interpret trends from metrics.
• Proficiency with CRM tools such as HubSpot and Intercom.

Nice to have

• Knowledge of payment failure modes (direct debit, card payments, bank transfers) and collections prevention.
• Experience designing CX playbooks, SLAs, and QA standards.
• Familiarity with A/B testing for messaging and behavioral nudges.
• Experience in the energy industry.

Culture & Benefits

• Competitive salary with transparent reviews twice a year based on market data.
• Equity ownership through stock options for all team members.
• 25 days holiday plus public holidays and an additional day off for your birthday.
• Fully remote and flexible work environment with core hours and no meetings on Friday afternoons.
• Annual home working budget of up to £1,200 and a monthly wellbeing budget of up to £150.

Hiring process

• Introductory 15-minute call with Talent.
• 30-minute interview with the Hiring Manager.
• Practical take-home task followed by a 60-minute skills interview to present your findings.
• Culture Add interview with leadership stakeholders.