Customer Support & Operations Officer

TL;DR

Customer Support & Operations Officer (UAT/Quality Assurance): Lead UAT and quality checks for new payment platform releases while managing change requests, bug reports, and operational feedback from clients. Focus on identifying issues before deployment, validating fixes with Product and Engineering, and coordinating cross-functional resolution of complex support queries.

Location: Hybrid role based in Luxembourg. Candidates must already be based in Luxembourg or be willing to relocate to Luxembourg.

Company

hirify.global builds international payments infrastructure and a unified platform for payments, foreign exchange, and digital financial services.

What you will do

• Execute UAT for new platform builds, financial instruments, payment rails, and feature releases.
• Define and verify test cases and scenarios from user and operational perspectives to catch bugs, performance bottlenecks, and UX friction before deployment.
• Collaborate with Product and Engineering to report issues, re-test fixes, and validate platform stability.
• Capture and analyze client and internal feedback to identify feature gaps and process bottlenecks.
• Draft and manage Change Requests, ensuring functional requirements are documented for technical teams.
• Handle customer inquiries and complaints across communication channels; monitor platform alerts and coordinate cross-functional resolution.

Requirements

• Location: Must be based in Luxembourg or willing to relocate to Luxembourg.
• Professional fluency in English (main working language).
• Experience in B2B client support, operations, Quality Assurance, or business analysis in fintech/payments/banking/digital assets/FX.
• Hands-on familiarity with ticketing and issue tracking tools (e.g., Jira) and UAT execution.
• Strong analytical and detail-oriented problem-solving skills.
• Diplomatic, discreet, and highly professional communication when handling sensitive financial and technical information.

Nice to have

• Working knowledge of French.
• Strong advantage / beneficial Russian.

Culture & Benefits

• High-impact role directly influencing a next-generation global payments platform.
• Opportunity to expand skills across product development, payment operations, and client management.
• Modern, collaborative environment in a fast-paced fintech setting.