Customer Support Specialist (Fintech)

TL;DR

Customer Support Specialist (Fintech): Managing customer interactions, transaction processing, and complex case resolutions for the EMEA region with an accent on risk management and regulatory compliance. Focus on solving non-routine enquiries, optimizing operational workflows, and ensuring high-quality service delivery in a regulated financial environment.

Location: Hybrid in Prague, Czech Republic

Company

hirify.global is a global payment solutions provider specializing in cross-border transactions and financial services.

What you will do

• Manage customer interactions across phone and digital channels, taking full ownership of complex enquiries and escalations.
• Process and validate customer transactions in adherence to SLAs and regulatory requirements.
• Analyze operational scenarios to identify risks and ensure compliance with internal and legal policy frameworks.
• Collaborate with Sales, Treasury, Finance, and Risk teams to resolve issues efficiently.
• Provide guidance and mentoring to colleagues and support the onboarding of new team members.
• Contribute to process improvements and operational initiatives to enhance the overall customer experience.

Requirements

• 2–4 years of experience in customer support, payments, operations, or financial services.
• Fluency in both Czech and Polish is required.
• English proficiency as the primary working language.
• Experience managing escalations and resolving non-routine customer issues.
• Strong analytical and problem-solving abilities with high attention to detail.
• Must be based in or able to work in Prague (Hybrid).

Nice to have

• Knowledge of project and timeline management.