Customer Support Specialist (Fintech)

TL;DR

Customer Support Specialist (Fintech): Handling client inquiries via live chat and email for a trading platform with an accent on KYC verification, payment processing, and technical troubleshooting. Focus on resolving complex trading platform issues and leveraging AI-driven support tools to optimize client experience.

Location: Remote (Work from anywhere in the world)

Company

hirify.global provides financial services and trading infrastructure through products like B2PRIME.

What you will do

• Act as the first point of contact for clients via live chat and email, handling inquiries on account opening, trading conditions, and platform usage.
• Manage KYC verification and payment-related inquiries, including deposits and withdrawals.
• Perform first-line diagnosis of technical issues such as login/SSO failures and connectivity problems.
• Utilize an AI support stack and AI Copilot to resolve client inquiries efficiently.
• Escalate billing, platform-level technical issues, and compliance cases to internal teams with full documentation.
• Log all requests in the ticketing system with accurate classification and tags to support service analytics.

Requirements

• English: Fluent (written and spoken) required.
• 1–3 years of customer support experience with retail clients in high-volume live chat and email environments.
• Hands-on experience handling KYC/verification and payment-related inquiries.
• Knowledge of online trading platforms and concepts such as CFDs, leverage, and margin.
• Ability to work in a shift-based 24/5 environment.
• Strong problem-solving skills and the ability to explain technical issues to non-technical users.

Culture & Benefits

• Official employment from the first day with performance-based bonuses.
• Annual employee reviews including salary reviews and feedback on results.
• Opportunity to increase expertise across a wide range of financial projects and technologies.
• Global remote work flexibility.
• Active corporate life including thematic conferences, forums, and corporate events.