Customer Service Agent (Fintech)

TL;DR

Customer Service Agent (Fintech): Providing high-quality support to consumers by resolving inquiries via email, chat, and phone with an accent on technical troubleshooting and empathetic communication. Focus on advocating for customer needs, reporting product improvements, and maintaining high service standards within a fast-paced environment.

Location: Must be based in Bogota, Colombia. This is a remote role with a fixed shift based in Central Standard Time.

Salary: 3,000,000 COP monthly + 15-25% performance bonus.

Company

hirify.global is a fintech company revolutionizing the shopping experience through interest-free installment plans and innovative payment solutions.

What you will do

• Provide prompt, empathetic, and detailed support to consumers via email, live chat, and phone.
• Troubleshoot and resolve inquiries ranging from basic to complex.
• Collaborate with Product and Development teams by providing valuable user feedback.
• Act as a customer advocate to identify and report areas for product or process improvement.
• Communicate trends to leadership and suggest innovative solutions.
• Build trust and maintain high-quality service standards within the support team.

Requirements

• Must be based in Bogota, Colombia.
• 3+ years of customer support experience, preferably in software or technical environments.
• Fluent in written and spoken English and Spanish.
• Proven ability to manage multiple tasks and troubleshoot complex issues.
• Bachelor’s degree or equivalent combination of education and experience.
• Full availability for the first 2 months of employment.

Nice to have

• Experience with Zendesk, LiveAgent, or Jira.
• Proficiency in a third language.

Culture & Benefits

• Competitive salary with performance-based bonus structure.
• Remote work environment.
• Opportunity for career advancement in a rapidly growing team.
• Culture focused on high standards, calculated risk-taking, and delivering results.