Senior Customer Support Specialist (Fintech)

Location: Hybrid (Santa Ana, USA), 2 days per week in the office. Shift window: 6:00 am - 6:00 pm Monday to Friday.

Company

hirify.global is the largest non-bank B2B cross-border payments company in the world, providing technology-led payment solutions to over 30,000 global customers.

What you will do

• Own end-to-end relationships for a portfolio of strategic clients, acting as the primary point of accountability for satisfaction and retention.
• Lead executive-level governance forums (QBRs/MBRs) to translate operational performance into business impact.
• Coordinate service delivery performance across internal Operations, Product, and Technology teams.
• Monitor service metrics, drive corrective actions, and develop client-facing reporting and insights.
• Lead root cause analysis and continuous improvement initiatives to enhance client experience and scalability.
• Provide guidance and knowledge sharing to the team to model service excellence.

Requirements

• 3–5+ years of experience in Service Delivery, Operations, Customer Support, or SLA-driven environments.
• Bachelor’s degree in Finance, Accounting, Business Administration, or a related discipline.
• Proven experience managing enterprise strategic client relationships and engaging with senior executive stakeholders.
• Strong background in SLAs, KPIs, and the ability to translate data into business insights.
• Must be based in or able to work from the Santa Ana office (Hybrid: 2 days/week).
• Experience in fintech, payments, SaaS, or B2B environments is preferred.

Culture & Benefits

• Market competitive salary and extensive career growth opportunities within a global organization.
• Hybrid work model (2 days in office per week).
• Comprehensive insurance coverage including health, disability, and life insurance.
• Generous paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).