Customer Experience Specialist (Fintech)

TL;DR

Customer Experience Specialist (Fintech): Managing high-stakes customer issues across payments, bank linking, and accounting syncs with an accent on technical troubleshooting and AI tool integration. Focus on diagnosing complex product failures, partnering with engineering and product teams, and building AI-driven CX workflows.

Location: Hybrid in London, UK. Role involves UK-based overnight coverage (shifts between 7:00 AM–11:00 PM GMT), including weekends and rotating holidays.

Salary: £39,000 – £43,000 per year

Company

hirify.global is building smart infrastructure for finance teams to automate spend flow, payments, and accounting for thousands of companies.

What you will do

• Diagnose and resolve complex issues across payments, cards, travel, and accounting integrations.
• Manage escalations end-to-end, collaborating directly with Engineering, Risk, Product, and Partnerships teams.
• Actively build and provide feedback on proprietary AI-powered research and CX tools.
• Identify process gaps and autonomously create or update SOPs and knowledge base articles.
• Communicate technical resolutions with precision and empathy to financially sophisticated customers, including CFOs.

Requirements

• Must be based in the UK for hybrid work and overnight coverage.
• Hard requirement: Active use of AI tools (e.g., Claude, Notion AI) to execute real work and improve workflows.
• Ability to hold technical conversations regarding APIs, bank integrations, and accounting software.
• Demonstrated track record of exceeding CSAT, QA, and speed-of-service metrics.
• Comfortable managing high-volume interactions via live calls, email, and chat.
• Strong writing skills with the ability to explain complex financial issues without jargon.

Nice to have

• Experience building automated workflows using AI tools beyond simple prompting.
• Familiarity with accounting workflows (AP/AR, GL, reconciliation) or ERPs like NetSuite, QuickBooks, or Sage.
• Background in payments infrastructure, including ACH, wire transfers, and card networks.
• Experience working in fast-paced environments with rapid product shipment cycles.

Culture & Benefits

• Unlimited AI token usage and access to proprietary AI tools like Glass.
• Comprehensive health, dental, and vision insurance (100% coverage for employees).
• Flexible PTO and parental leave (up to 16 weeks at 100% pay).
• 401(k) with employer match and health/wellness stipends.
• In-office perks including lunch, snacks, and a budget for intra-office travel.
• Relocation support to NYC or SF available as needed.