Senior Customer Support Officer (Fintech)

TL;DR

Senior Customer Support Officer (Fintech): Monitoring and improving the quality of customer interactions across multiple communication channels with an accent on service excellence and compliance. Focus on conducting quality assessments, providing actionable feedback through coaching, and optimizing QA processes.

Location: Remote

Company

hirify.global is a fast-growing company operating in the financial markets and brokerage sector.

What you will do

• Conduct quality assessments of customer interactions via live chats, emails, and phone calls.
• Perform regular quality reviews using both automated monitoring tools and manual evaluation methodologies.
• Identify performance gaps, recurring issues, and opportunities for process improvement.
• Conduct regular 1:1 coaching and feedback sessions with agents to ensure adherence to company standards.
• Prepare quality scorecards, performance reports, and trend analyses for management.
• Create and maintain internal procedures, quality guidelines, and operational documentation in English.

Requirements

• Minimum 2 years of experience in Quality Control or QA within Forex, CFD, Brokerage, or FinTech companies.
• Strong understanding of Forex and CFD products, trading platforms, and brokerage operations.
• Proven experience evaluating client interactions against established quality standards.
• Fluent English (C1 level) with excellent written and verbal communication skills.
• Experience in conducting quality reviews, providing feedback, and coaching employees.
• Proficiency with CRM systems, ticketing platforms, and quality monitoring tools.

Culture & Benefits

• Quarterly bonuses based on company performance.
• 24 working days of annual leave.
• Unlimited Udemy Business membership and language training courses.
• Corporate events and team building activities.
• Professional and personal development opportunities in a fast-growing environment.