Client Care Analyst (Payments)

Location: Bogota, Colombia; hybrid position with at least 3 days in the office

Company

hirify.global is a global payments technology company facilitating transactions between consumers, merchants, financial institutions, and governments.

What you will do

• Deliver high-value customer service to hirify.global clients and staff, resolving inquiries and complex escalations.
• Coordinate cross-functional initiatives and resources across Client Success, Sales, Product, Systems, Risk, and Legal teams.
• Manage complex change requests, system enhancement support, client communications, and maintenance outage notifications.
• Identify operational improvements, prioritize client-driven enhancements, and maintain support documentation.
• Build relationships with key clients, educate them on best practices, and report project accomplishments to senior management.
• Coach new staff, identify training opportunities, and assist with department projects.

Requirements

• 3+ years of experience with a Bachelor's degree, or 4+ years with an advanced degree, or up to 3 years with a PhD.
• Fluency in Spanish, English, and Portuguese.
• Experience in customer support within financial services or the payments card industry.
• Understanding of credit card processing, payment gateways, and related technologies.
• Strong analytical, troubleshooting, problem-solving, communication, organizational, and relationship-management skills.
• Proficiency with Microsoft Outlook, Excel, Word, and PowerPoint, with the ability to work under pressure and manage multiple priorities.

Culture & Benefits

• Hybrid work arrangement with office attendance expectations confirmed by the hiring manager.
• Opportunity to contribute to payment technology used across more than 200 countries and territories.
• Work involving collaboration with clients and multiple internal business and technology functions.