Senior Customer Support Specialist (Fintech)

Location: Santa Ana, United States; hybrid schedule with two days in the office per week. Shift window: 6:00am–6:00pm, Monday to Friday.

Company

hirify.global is a global fintech company providing B2B cross-border payment solutions to more than 30,000 customers.

What you will do

• Own end-to-end relationships and service delivery for a portfolio of strategic clients.
• Build trusted relationships with senior stakeholders and lead executive governance forums, including QBRs and MBRs.
• Monitor SLAs, KPIs, and service metrics while developing client-facing reports and business insights.
• Coordinate Operations, Product, and Technology teams through volume changes, process updates, and new launches.
• Lead root cause analysis, continuous improvement, and change initiatives.
• Identify opportunities for service expansion, optimization, client retention, and value creation.

Requirements

• 3–5+ years of experience in service delivery, operations, customer support, or SLA-driven service environments.
• Bachelor’s degree in Finance, Accounting, Business Administration, or a related field.
• Experience managing enterprise or strategic client relationships and engaging with senior or executive stakeholders.
• Strong knowledge of SLAs, KPIs, service delivery performance, and data-driven decision-making.
• Ability to translate operational data into business insights and recommendations.

Nice to have

• Experience in fintech, payments, SaaS, or B2B environments.

Culture & Benefits

• Hybrid work model with two office days per week.
• Market-competitive salary and career development opportunities.
• Health, disability, and life insurance.
• Paid holidays, time off, and leave for maternity, paternity, adoption, and other life events.
• Five paid volunteering days per year.
• Inclusive environment within a global organization operating across more than 20 countries.