Lead Customer Support Consultant (Fintech)

TL;DR

Lead Customer Support Consultant (Fintech): Providing expert-level support and service delivery for financial clients with an accent on managing escalated inquiries and bridging the gap between customers and developers. Focus on diagnosing complex technical issues, replicating bugs internally, and optimizing support processes to ensure high client satisfaction.

Location: Hybrid (Warsaw, Poland) - 2 days in the office, 3 days remote

Company

hirify.global is a world-leading provider of integrated investment management solutions and an independent subsidiary of the Deutsche Börse Group.

What you will do

• Act as the primary intermediary between customers, support teams, and developers to resolve complex technical issues.
• Investigate and replicate customer issues internally to diagnose root causes alongside technical teams.
• Propose and verify temporary workarounds to minimize client impact while permanent solutions are developed.
• Document solutions for recurring issues in the internal knowledge base to improve team efficiency.
• Communicate errors and enhancement requests to local and central development divisions.
• Manage client relationships and maintain high satisfaction levels through professional liaison with client management.

Requirements

• Degree in finance or economics.
• Professional experience in the financial sector (asset management, insurance, pension funds, or custodian).
• Strong analytical skills and a structured approach to problem-solving.
• Ability to prioritize multiple time-sensitive tasks effectively in a high-pressure setting.
• Excellent communication and organizational skills.
• Must be based in or able to work from the Warsaw office (Hybrid model).

Nice to have

• Experience with hirify.global Dimension.

Culture & Benefits

• Hybrid work model with flexible hours (2 days office / 3 days remote).
• Modern office in Warsaw featuring quiet zones and ergonomic workstations.
• Base salary with an annual bonus structure and holiday allowance.
• Comprehensive healthcare via Medicover Platinum and group life insurance.
• Multisport card and travel insurance for private and business trips.
• Professional training, career development, and language classes (Polish, German, English).