Customer Support Representative (Fintech)

TL;DR

Customer Support Representative (Fintech): Providing multi-channel technical support and managing client relationships for an AI-powered CRM platform with an accent on ticket resolution, AI system optimization, and knowledge base maintenance. Focus on resolving complex technical issues, refining AI-driven routing logic, and improving overall user experience.

Location: Remote, USA EST Preferred

Company

hirify.global is an AI-powered CRM software designed specifically for financial advisors to streamline workflows and manage client relationships.

What you will do

• Resolve customer inquiries via email, phone, video conferencing, and screen-sharing.
• Track and escalate complex technical issues while ensuring timely resolution.
• Collaborate with product and engineering teams to document bugs and feature requests.
• Optimize the AI-driven ticketing system by creating prompts, routing logic, and labeling.
• Maintain and update the internal and external knowledge base and FAQs.
• Identify product improvements to enhance the overall user experience.

Requirements

• 2+ years of online customer support experience, preferably in SaaS.
• Experience supporting web applications for consumers or business professionals.
• Must be based in the USA (EST timezone preferred).
• Basic knowledge of cloud services, operating systems, and web browsers.
• Strong communication skills across email, chat, and telephone.
• Excellent time and project management abilities.

Nice to have

• Experience in the FinTech industry.
• Previous experience working with CRM software.

Culture & Benefits

• Fully remote work environment.
• Competitive compensation package.
• Comprehensive health insurance coverage.
• 401k retirement plan.
• Paid time off.