Participant Support Specialist (Fintech)

Location: Denver, Colorado, United States — hybrid, with office attendance approximately 2–3 days per week

Salary: $23.50–$26.44 per hour in Denver and most locations; final compensation varies by location, experience, and expertise.

Company

hirify.global provides payroll, health insurance, 401(k), and HR products for more than 500,000 small businesses.

What you will do

• Provide Tier 2 support for complex and sensitive 401(k) and IRA participant inquiries by phone and email.
• Manage the participant lifecycle and prioritize inbound cases according to urgency and service-quality metrics.
• Collaborate with Sales, Product, Engineering, Operations, and Legal to troubleshoot issues and improve outcomes.
• Identify recurring feedback patterns, surface gaps, and share actionable insights for product and process improvements.
• Use Notion, Jira, Salesforce, Slack, and other platforms while handling sensitive participant information carefully.
• Report to the Customer Support Manager and resolve cases through empathetic, active-listening-based communication.

Requirements

• 2+ years of experience in customer care, customer success, relationship management, or fintech.
• Strong phone, listening, writing, prioritization, organization, and problem-solving skills.
• Ability to remain composed under pressure, multitask, reprioritize, and manage complex or ambiguous cases.
• Experience with CX platforms or CRMs such as Salesforce, Jira, Zendesk, or similar tools.
• BA or BS degree.
• Ability to work in the United States and attend the Denver office approximately 2–3 days per week.

Nice to have

• Experience in benefits, 401(k), payroll, or HR technology.

Culture & Benefits

• Full-time employment includes competitive base pay, benefits, and equity in the form of RSUs.
• AI tools are integrated into daily work, with expectations to build relevant AI fluency.
• hirify.global maintains offices in Denver, San Francisco, and New York City; hybrid employees need a secure, reliable, consistent internet connection.
• Inclusive workplace with equal-opportunity hiring and reasonable accommodation support.