Customer Operations Executive (Fintech)

TL;DR

Customer Operations Executive (Fintech): Managing operational processes and resolving customer queries for the US Credit Card product with an accent on first-contact resolution and high-standard communication. Focus on identifying risks, coordinating across internal teams, and improving customer outcomes in a fast-paced environment.

Location: Hybrid (London, UK). Training is onsite in London. Working hours align with US operating hours (including some late shifts).

Salary: £30K–£39K

Company

hirify.global is a fintech unicorn building technology to help people get credit and save money across the UK and US markets.

What you will do

• Interact with customers via phone, email, and chat to resolve issues with care and efficiency.
• Coordinate with internal teams and external partners to drive the success of the US Cards program.
• Ensure first-contact resolution and maintain high standards of customer care.
• Identify and escalate risks that could negatively impact customer outcomes.
• Manage and resolve customer complaints following established escalation procedures.
• Meet individual and team performance targets to achieve business objectives.

Requirements

• At least 2 years of experience in a customer-facing role.
• Must be based in or able to work in London (Hybrid/Onsite for training).
• Excellent written and verbal communication, active listening, and rapport-building skills.
• Ability to handle conflict gracefully and maintain composure under pressure.
• Comfortable with technology and quick to learn new software.
• Adaptability to a fast-paced environment and openness to feedback.

Nice to have

• Previous experience in financial services or consumer lending environments.
• Familiarity with US-based work environments and customer expectations.

Culture & Benefits

• Best-in-class compensation, including equity.
• Flexible hybrid work model (WFH Mondays and Fridays).
• Fresh, healthy lunches prepared by in-house chefs in the office (Tue-Thu).
• Private health insurance coverage.
• Inclusive and open workspace culture.

Hiring process

• Introductory call with the Talent Team.
• Role-specific onsite interview.
• Final stage interview with the Head of Department.