Customer Operations (Fintech)

TL;DR

Customer Operations (Fintech): Managing customer queries and resolving issues for a flexible insurance platform with an accent on swift response times and empathetic communication. Focus on identity verification, fraud investigation, and collaborating with underwriters and regulatory bodies.

Location: Remote (UK). Must have the right to work in the UK and be able to visit the London office once for a Right to Work check.

Salary: £30,000

Company

hirify.global is a fintech company creating flexible, app-based hourly insurance products for drivers in the UK.

What you will do

• Resolve customer questions and issues via Intercom (chat, website, social media).
• Verify identity documents and investigate potential fraudulent activity.
• Liaise with insurance underwriters, claims teams, the FCA, and police.
• Triage and respond to customer complaints and complex tickets.
• Update claims information within internal systems.
• Participate in specialized tasks regarding tone of voice and quality assurance.

Requirements

• Right to work in the UK is mandatory.
• Fluent written and spoken English (C1).
• Ability to work independently in a remote environment.
• High level of empathy and ability to stay calm under pressure.
• Adaptability to variable workloads and flexible shift patterns (4 shifts per week).

Nice to have

• Experience in a fast-paced startup or scale-up.
• Background in regulated industries like banking or insurance.

Culture & Benefits

• Reduced working week: 4 shifts per week with full-time pay.
• Full WFH setup with optional access to the London office.
• Private medical insurance with Bupa and mental health support via Oliva.
• Professional development and wellbeing budgets.
• 28.5 days of holiday per year.
• Enhanced parental leave and cycle-to-work scheme.

Hiring process

• Initial 15-minute phone chat.
• 60-minute video interview.
• 30-minute values interview with team members.
• 20-minute chat with the CEO.