Ops & Support Associate

TL;DR

Ops & Support Associate (Fintech): Providing high-quality customer support and operational assistance to users of a tax-filing platform with an accent on resolving complex tax-related inquiries and managing accountant partnerships. Focus on analyzing user data to drive product improvements and ensuring seamless service delivery in a fast-paced startup environment.

Location: Madrid (Onsite)

Company

hirify.global is a leading fintech company dedicated to simplifying tax filing through an intuitive mobile application, having facilitated over 3.5 billion euros in tax refunds since 2016.

What you will do

• Provide inbound customer support via email, phone, and live chat.
• Resolve diverse issues ranging from tax return accuracy to managing accountant partner relationships.
• Take full ownership of customer issues and drive them to resolution.
• Analyze user data to provide actionable insights for product and service improvements.
• Collaborate on projects to scale business operations and enhance internal processes.

Requirements

• Proficiency in both Spanish and English is required.
• Previous experience in a customer service role.
• Strong communication skills and ability to remain calm under pressure.
• Passionate about technology and eager to master the product.
• Strong customer empathy and attention to detail.
• Problem-solving mindset and ability to work effectively within a team.

Culture & Benefits

• 30 annual vacation days and flexible working hours.
• Employee stock options for all team members.
• Generous learning budget and access to internal L&D experts.
• Holistic well-being support including mental health coaching and yoga.
• Work from abroad policy allowing up to six weeks of remote work per year.
• Dog-friendly office environment.