Customer Support Analyst (Fintech)

Location: Shanghai, hybrid

Company

hirify.global provides a local payments platform that enables companies such as PayPal, Stripe, and Microsoft to connect with consumers through local payment methods.

What you will do

• Configure and onboard merchants for PSP clients across multiple payment methods.
• Support the technical setup and implementation of payment services, including API requirements and integrations.
• Troubleshoot client and partner issues, open Jira tickets, and coordinate resolution with relevant internal teams.
• Advise clients on billing, reconciliation, settlements, payouts, payment statuses, invoices, and settlement reports.
• Analyze conversion rates, identify recurring issues, and recommend process or payment-flow improvements.
• Maintain structured documentation and process account or address updates with the required documentation.

Requirements

• 2–3 years of customer support experience, preferably in payments or financial technology.
• Experience troubleshooting complex technical and functional issues.
• Strong understanding of payment processing and local payment methods.
• Excellent written and verbal English communication skills.
• Proficiency with support ticketing systems such as Zendesk or Freshdesk.
• Mandarin proficiency in spoken and written communication is required.

Nice to have

• Experience with merchant onboarding processes.
• Familiarity with API integrations and troubleshooting.
• Bachelor’s degree in Information Technology, Business Administration, or a related field.

Culture & Benefits

• People-first, high-trust environment with autonomy and end-to-end ownership.
• Collaboration across a global, cross-functional team spanning more than 50 nationalities.
• Continuous learning and exposure to meaningful challenges.
• Health allowance and gym allowance.
• Statutory insurance and access to mental health support through Plumm Health.