Customer Experience Associate (Fintech)

TL;DR

Customer Experience Associate (Fintech): Managing customer inquiries and issues for a financial management platform with an accent on proactive problem resolution and relationship building. Focus on optimizing support processes, developing a knowledge base, and collaborating with product and sales teams to improve the platform.

Location: Hybrid (Madrid, Spain)

Company

hirify.global is a financial management platform that enables medium and large enterprises to plan finances and monitor cash flow in real-time, backed by top-tier international VCs.

What you will do

• Lead and follow up on customer doubts and technical issues, acting as the primary escalation point.
• Collect and translate customer needs into feedback for the continuous improvement of the platform.
• Develop and maintain a comprehensive knowledge base for customers.
• Collaborate closely with product, marketing, sales, and implementation teams to resolve issues.
• Own and optimize internal support processes and workflows.
• Maintain and consolidate strong relationships with customers and internal stakeholders.

Requirements

• Experience in ticketing management and a strong customer service profile.
• Proficiency in both Spanish and English.
• Knowledge of CRM software, specifically Zendesk.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Hands-on attitude and a capacity to execute tasks to completion.
• Must be based in or be able to work in a hybrid setup in Madrid, Spain.

Nice to have

• International experience and fluency in additional languages.
• High energy, passion, and strong motivation for ambitious tasks.
• Proactive creativity in suggesting new ideas for process improvement.

Culture & Benefits

• Hybrid working setup and flexible schedule.
• Private health insurance provided by Sanitas.
• Compensation perks via Payflow: salary on demand, restaurant card, transport card, and kindergarten checks.
• Career growth through twice-yearly performance reviews.
• Professional development via sponsored conferences and internal/external talks.
• Opportunity to work directly with founders with extensive Investment Banking experience at J.P. Morgan.