Program Support Associate (Fintech)

TL;DR

Program Support Associate (Fintech): Providing comprehensive support to clients, merchants, and customers within a global B2B payments network with an accent on case resolution, SLA adherence, and customer de-escalation. Focus on managing inbound/outbound communications, optimizing support processes, and ensuring a high-quality customer experience.

Location: Hybrid in Rijswijk, Netherlands

Company

hirify.global is a global B2B payments and invoicing network that helps sellers automate accounts receivables and offer flexible trade credit options.

What you will do

• Serve as the primary contact for clients, merchants, and customers, providing accurate responses and resolving issues regarding systems and processes.
• Handle inbound and outbound calls and cases while meeting department metrics and Service Level Agreements (SLAs).
• De-escalate challenging customer situations and route unresolved issues to appropriate team members.
• Proactively contact customers to address rejections, disputes, authorizations, and technical needs.
• Collaborate with leadership to improve documentation, training, and internal procedures.

Requirements

• Minimum 2 years of customer support experience with inbound/outbound calls and email case management.
• Fluent or Native proficiency in Bulgarian (written and verbal).
• English proficiency at level C1 or higher (written and verbal).
• Proficiency with Microsoft Outlook, Word, and Excel.
• Ability to work effectively both independently and within a team environment.

Culture & Benefits

• Competitive salary and bonus scheme.
• 26 vacation days annually for full-time employees.
• Pension plan with Nationale Nederlanden and NS Business Card.
• Hybrid work model and casual dress code.
• Days off for volunteer work and regular company outings.
• Collaborative, innovative, and entrepreneurial work environment.