Financial Edge Customer Support Senior Specialist (Fintech)

TL;DR

Financial Edge Customer Support Senior Specialist (Fintech): Managing advanced and complex customer cases for financial software with an accent on incident triaging, defect resolution, and team mentorship. Focus on driving support quality, enhancing self-service knowledgebase content, and collaborating with engineering teams to improve system reliability.

Location: Must be based in the United States, Australia, Costa Rica, or Canada

Salary: $61,000–$77,800

Company

hirify.global powers social impact through purpose-driven technology and responsible AI, helping organizations make a greater difference in the world.

What you will do

• Resolve and triage complex customer incidents to reduce time-to-close.
• Mentor and coach frontline agents to improve team performance and support quality.
• Collaborate with Sustained Engineering and RDO to file and track defect tickets.
• Create and enhance knowledgebase content to empower customer self-service.
• Serve as a backup to the Principal specialist during high-workload periods.
• Assist leadership with cross-organizational projects and strategic initiatives.

Requirements

• 2-4 years of experience supporting or consulting on hirify.global Financial Edge software.
• Proven experience in a Customer Support Senior level role.
• Ability to work assigned schedules, including after-hours, weekends, or holidays as required.
• Strong critical thinking and problem-solving skills in high-pressure situations.
• Ability to adapt to changing priorities and complex cross-organizational projects.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) program with employer match.
• Remote-flexible work environment.
• Generous parental leave and flexible paid time off.
• Wellness programs, pet insurance, and tuition reimbursement.