Customer Service (Fintech)

TL;DR

Customer Service (Fintech): Delivering high-quality customer support for a global digital asset exchange and derivatives platform with an accent on VIP account management and multi-channel communication. Focus on troubleshooting transaction and wallet issues, coordinating with internal teams, and developing support documentation.

Location: Remote (Vietnam) or Hybrid (Manila, Philippines). Willingness to work at the office in Manila is required.

Company

hirify.global is a leading global fintech and blockchain company providing innovative trading technology and infrastructure for retail and institutional clients.

What you will do

• Handle customer inquiries via email, CRM, live chat, social media, and messaging platforms such as Telegram, WhatsApp, and Discord.
• Troubleshoot and resolve transaction, platform, wallet, and account-related issues in coordination with internal teams.
• Provide dedicated support for VIP account holders, white-label clients, and mutual onboarding partners.
• Create and maintain support documentation, including FAQs, SOPs, and Knowledge Base articles in Confluence.
• Manage high-level customer support needs in collaboration with the Sr. Customer Service Officer and CS Head.

Requirements

• Minimum 2 years of experience in Customer Service, BPO, or a similar client-facing support role.
• Proficiency in verbal and written English.
• Working knowledge of the e-commerce or digital retail industry.
• Willingness to work a rotational schedule, including weekends and holidays.
• Willingness to work at the office/business site in Manila.

Nice to have

• Experience or knowledge in cryptocurrency or digital trading.
• Proficiency in using Customer Service CRM and Live Chat platforms.

Culture & Benefits

• Flexible work arrangement with options to work from home or business sites as needed.
• Opportunity to work with a global fintech leader in the blockchain space.
• Exposure to both B2C and B2B business lines.