Senior Merchant Support (Fintech)

Location: Bangkok, Thailand. Customer support is provided during 8:00 AM–8:00 PM Bangkok time/GMT+7, including rostered weekends and public holidays.

Company

hirify.global provides payment infrastructure, APIs, eCommerce integrations, KYC solutions, fraud prevention, and financial services for businesses across Southeast Asia and other expanding markets.

What you will do

• Handle merchant inquiries through email, WhatsApp, Slack, live chat, and ticketing platforms.
• Provide information about transactions, products, and onboarding, escalating issues to relevant stakeholders when needed.
• Analyze transaction statuses using operational tools such as Splunk, Redash, and Postman.
• Capture customer context, identify inquiry types, and share recurring issues with customer support teams.
• Collect customer insights to support product and process improvements.
• Generate and contribute to operational excellence projects in collaboration with relevant departments.

Requirements

• At least one year of experience in customer or merchant operations, B2B operations, relationship management, banking, or financial institutions; fresh graduates are also welcome.
• Bachelor’s degree in engineering, management, finance, accounting, communications, computer science, or IT.
• Strong English communication skills are required for cross-functional collaboration.
• Analytical mindset, problem-solving ability, empathy, responsiveness, confidence, and willingness to learn.
• Availability to work rostered weekends and public holidays during the stated Bangkok operating hours.

Nice to have

• Experience with ticket management platforms such as Zendesk, Freshdesk, Zoho, or similar tools.

Culture & Benefits

• Fast-paced customer-focused environment in the payments industry.
• Cross-functional collaboration with multiple departments.
• Opportunity to contribute directly to operational excellence and product improvement.
• Exposure to payment transactions, merchant operations, and financial technology.