Customer Service Specialist (Fintech)

TL;DR

Customer Service Specialist (Fintech): Managing customer interactions and operational processes for a US-based credit card program with an accent on resolving complex queries and ensuring high-quality service. Focus on maintaining performance targets, escalating risks, and delivering exceptional customer outcomes in a fast-paced environment.

Location: Must be based in London, UK (Hybrid/Remote options available depending on shift).

Salary: £30K–£39K (includes unsociable hours allowance).

Company

hirify.global is a profitable fintech unicorn building world-class technology to modernize consumer finance products like loans, credit cards, and car finance.

What you will do

• Interact directly with customers via phone, email, and chat to resolve issues efficiently.
• Manage critical operational processes from start to finish for the US credit card program.
• Coordinate with internal teams and external partners to ensure program success.
• Identify and record customer dissatisfaction to drive complaint resolution.
• Escalate risks that may negatively impact customer outcomes.
• Meet individual and team performance targets to support business objectives.

Requirements

• Must be based in London for initial 4-6 weeks of onsite training.
• At least 2 years of experience in a customer-facing role.
• Excellent written and verbal communication skills.
• Ability to handle conflict and maintain composure during challenging interactions.
• Comfortable with technology and quick to learn new software.
• Availability for rotating shifts aligned with US operating hours.

Nice to have

• Previous experience in financial services or consumer lending.
• Familiarity with US-based work environments and customer expectations.
• Spanish language proficiency.

Culture & Benefits

• Private health insurance coverage.
• 25 days annual leave plus 8 days (US holidays + Christmas).
• Fresh, healthy in-house lunches provided Tuesday–Thursday.
• Equity participation in a successful fintech company.
• Inclusive and open workspace culture.

Hiring process

• Intro call with the Talent Team.
• Role-specific interview (Onsite).
• Final stage interview with the head of department.