Customer Support Specialist (FinTech)

TL;DR

Customer Support Specialist (FinTech): Managing high-volume ticket queues for a digital finance platform with an accent on payment troubleshooting and digital asset transactions. Focus on optimizing response times, resolving complex financial anomalies, and maintaining high-quality support via Zendesk and Jira.

Location: Remote (Global)

Company

hirify.global is an outsourcing provider connecting skilled professionals with innovative global clients.

What you will do

• Manage high volumes of inbound tickets across live chat, email, social media, and in-app messaging.
• Guide users through complex payment-related concerns, verifying transaction milestones and ledger adjustments.
• Maintain meticulous ticket categorization, tag integrity, and troubleshooting records within Zendesk.
• Diagnose and route technical, financial, or compliance anomalies to tier-2 teams via Jira.
• Ensure strict adherence to internal SLAs to drive down average response times.
• Collaborate with the Head of Support via Slack to optimize product friction points.

Requirements

• Professional experience in customer support within FinTech, digital wallets, or banking services.
• Proven ability to manage high-velocity ticket queues in an agile remote workspace.
• Practical familiarity with Zendesk, Slack, and Jira.
• Foundational understanding of stablecoins, blockchain transactions, or modern digital payment processing.
• Exceptional written English communication skills.
• Secure and organized approach to handling sensitive personal and financial user data.

Culture & Benefits

• Permanent work-from-home framework.
• Fast-tracked onboarding process for immediate deployment.
• Health insurance coverage for eligible locations.
• Flexible operational shifts, including day, night, and weekend rotations for global coverage.