Customer Experience Specialist (Fintech)

TL;DR

Customer Experience Specialist (Fintech): Providing high-quality support to cycling collective members and B2B partners with an accent on claims management and product inquiries. Focus on delivering seamless, empathetic service across multiple European markets while collaborating with cross-functional teams to improve insurance processes.

Location: Remote-first, with optional office presence in London, Bristol, Amsterdam, or Paris. Must have the right to work in the UK.

Company

hirify.global is a fast-growing, award-winning insurance collective transforming the industry by connecting cyclists to fairly share costs and protect their gear.

What you will do

• Support customers and potential members with product and insurance inquiries via web chat and email.
• Guide members through the claims process, coordinating repairs or replacements with third-party shops and manufacturers.
• Act as the primary point of contact for B2B partners to ensure their riders receive timely assistance.
• Collaborate with the CX team across the UK and Netherlands to maintain high service standards.
• Gather and analyze member feedback to provide actionable insights for product and service improvements.
• Participate in squad-based projects alongside Marketing, Product, and Technology teams.

Requirements

• Fluency in English and French is required.
• Native or fluent proficiency in Dutch is required.
• Must have the right to work in the UK (no visa sponsorship available).
• Strong empathy for cyclists and understanding of the impact of bike-related incidents.
• Ability to quickly learn and master internal support tools and systems.
• Excellent written communication skills and a passion for helping people through difficult situations.

Nice to have

• Previous experience in the insurance industry.
• Possession of WFT insurance certificates.
• Experience working as a bike mechanic or deep knowledge of cycling technology.

Culture & Benefits

• Remote-first working environment with optional office access in London and Bristol.
• Share options granted to all employees upon joining.
• Annual company bonus scheme of 5% of base salary.
• 25 days of annual leave plus bank holidays.
• Private medical insurance and pension scheme contributions.
• Home office setup allowance of £200 plus equipment budget.
• Monthly social budget and regular company-wide events.
• Unlimited mental health support via Spill.