Trilingual Client Care Consultant (ES-EN-PORT) (Payments)

Location: Bogota, Colombia

Company

hirify.global is a global payments technology company facilitating transactions among consumers, merchants, financial institutions, and government entities.

What you will do

• Resolve complex client issues involving transactions, billing, technical matters, contracts, and hirify.global products.
• Handle escalated cases, act as an escalation point, and deliver high-value customer service.
• Coordinate resources and collaborate with Client Success, Sales, Product, Systems, Risk, and Legal teams.
• Lead or support department projects, cross-functional initiatives, and system enhancement efforts.
• Build relationships with key clients, communicate critical problems or outages, and manage expectations during change requests.
• Identify operational improvements, maintain support documentation, and educate clients on best practices.

Requirements

• Spanish and Portuguese required, in addition to English, for this trilingual client-care role.
• At least 5 years of relevant experience with a Bachelor's Degree, or equivalent experience with an advanced degree or PhD.
• Experience handling escalated client issues, complex problem resolution, and high-value customer service.
• Experience leading or supporting projects, coordinating resources, and collaborating with clients and internal stakeholders.
• Experience building stakeholder relationships, identifying operational improvements, reporting project accomplishments, and managing complex change requests.
• Ability to stay informed about payment industry trends and hirify.global products.

Nice to have

• Experience in financial services, payments, software, or information services.
• Expert knowledge of hirify.global authorization and clearing systems, disputes, rules, and processing platforms.
• Experience in relationship management, strategic thinking, proactive efficiency analysis, and service change planning.
• Experience making business decisions, setting direction, managing goals, and analyzing trends.

Culture & Benefits

• Opportunity to contribute to payments technology serving more than 200 countries and territories.
• Regular collaboration with clients and cross-functional internal teams.
• Use of emerging technologies, including generative AI tools such as ChatGPT and Microsoft Copilot.
• After-hours support may be required.