Customer Operations Specialist

TL;DR

Customer Operations Specialist (Fintech): Providing world-class support to small merchants by resolving inquiries across multiple channels with an accent on product education and process improvement. Focus on maintaining high quality and productivity standards while contributing to the optimization of internal systems and customer service workflows.

Location: Must be based in London (On-site)

Company

hirify.global is a London-based payment and software service provider dedicated to empowering small, local businesses across Europe with integrated tools and superior service.

What you will do

• Manage high volumes of incoming calls, emails, and web chats from merchants.
• Resolve queries, questions, and escalations with a professional and empathetic approach.
• Educate merchants on product features and service offerings.
• Maintain accurate and detailed records within the company CRM.
• Meet established quality and productivity KPIs.
• Identify and report recurring trends or issues to senior management to drive process improvements.

Requirements

• Must be based in London and able to work on-site.
• Experience in inbound customer service or technical support is preferred.
• Technical proficiency and ability to quickly learn new software systems.
• Strong problem-solving skills and ability to perform under pressure.
• Proficiency in MS Office, particularly Excel.
• High attention to detail and accuracy in documentation.

Culture & Benefits

• 25 days of Annual Leave plus Bank Holidays.
• Private Medical and Life Insurance.
• Pension Scheme.
• Physical and mental health support including GymPass and 1-1 therapy sessions.
• Clearly defined career progression and growth opportunities.
• Inclusive work environment with extended maternity and paternity leave options.