Customer Experience Specialist (Fintech)

TL;DR

Customer Experience Specialist (Fintech): Providing high-quality support to the hirify.global collective by managing insurance claims and general inquiries with an accent on empathy and technical cycling knowledge. Focus on delivering seamless service to members and B2B partners while collaborating across international teams to scale the brand.

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

Company

hirify.global is a fast-growing, award-winning insurance collective transforming the industry by fairly sharing costs among passionate cyclists.

What you will do

• Support customers and potential members with product inquiries and insurance claims via web chat and email.
• Guide members through the bike repair and replacement process, coordinating with third-party shops and manufacturers.
• Act as the primary point of contact for B2B partners to ensure their riders receive efficient support.
• Collaborate with international teams in the UK and Netherlands to maintain a seamless member experience.
• Gather and analyze customer feedback to provide actionable insights for product and service improvements.
• Participate in squad-based projects alongside Marketing, Product, and Technology teams.

Requirements

• English and French proficiency required.
• Native or fluent Dutch language skills 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 theft or damage.
• Ability to quickly learn and master internal support systems and technical cycling terminology.
• Excellent written communication skills.

Nice to have

• Previous experience in the insurance industry.
• WFT insurance certificates.
• Experience as a bike mechanic.

Culture & Benefits

• Remote-first work 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.
• Home office setup allowance of £200 plus choice of hardware.
• Unlimited mental health support via Spill.