Program Success Associate

TL;DR

Program Success Associate (Fintech): Serving as the primary point of contact for B2B clients and merchants to resolve complex payment and invoicing issues with an accent on exceptional customer support and SLA adherence. Focus on de-escalating challenging situations, proactively managing account issues, and driving program success through effective communication and process improvement.

Location: Must be based in Costa Rica. The shift for this role is Monday–Friday, 10:00 AM – 7:00 PM Central Time.

Company

hirify.global is a global B2B payments and invoicing network providing flexible trade credit and automation solutions to leaders in manufacturing, retail, and transportation.

What you will do

• Serve as the primary contact for clients, merchants, and customers to resolve inquiries regarding programs, systems, and procedures.
• Manage challenging customer situations and de-escalate issues while routing complex requests to appropriate teams.
• Proactively contact customers to address disputes, rejections, authorizations, and technical needs.
• Collaborate with team members and leadership to improve internal processes, documentation, and training.
• Build rapport with internal and external stakeholders to enhance the overall customer experience and program usage.
• Meet or exceed department metrics and Service Level Agreements (SLAs).

Requirements

• Must be based in Costa Rica.
• Availability to work Monday–Friday, 10:00 AM – 7:00 PM Central Time.
• Minimum two years of customer support experience with heavy inbound call volume.
• Proficiency with Outlook, Word, and Excel.
• Professional written and verbal communication skills.
• Ability to work effectively in both team and independent environments.

Culture & Benefits

• Competitive salary with a comprehensive benefits package starting on day one.
• Remote work environment with flexible options.
• Paid holidays and career development opportunities.
• Supportive, collaborative, and entrepreneurial company culture.
• Robust Employee Referral program and open-door policy.