Customer Experience Associate (Fintech)

Location: Hybrid in Madrid, Spain, with 40% remote work

Company

hirify.global is a European fintech scale-up building financial infrastructure, including a banking platform and an AI-powered financial assistant for CFOs and treasury teams.

What you will do

• Lead and follow up on customer questions, doubts, and issues.
• Own, coordinate, and resolve technical issues as the primary escalation point for customers and internal stakeholders.
• Translate customer needs and reported problems into actionable feedback for platform improvements.
• Build and maintain a customer knowledge base to prevent recurring issues.
• Develop strong relationships with customers and internal stakeholders through proactive problem resolution.
• Collaborate with product, marketing, sales, and implementation teams while optimizing support processes.

Requirements

• Experience with ticketing management and customer service.
• Knowledge of CRM software, particularly Zendesk.
• Hands-on attitude, strong execution skills, and willingness to drive issues to resolution.
• Strong organizational skills and the ability to manage multiple projects simultaneously.
• Spanish and English proficiency required.
• Interest in fintech and ability to work effectively across different teams.

Nice to have

• International experience and additional languages.
• Creativity, proactivity, and willingness to suggest and test improvements.
• Passion and energy for ambitious responsibilities.

Culture & Benefits

• Agile, high-performance environment focused on ownership and impact.
• 23 paid vacation days, a birthday day off, public holidays, and up to three additional tenure-based vacation days.
• Flexible working hours and a hybrid model with 40% remote work.
• Private health insurance, flexible compensation benefits, and Wellhub access with 30%–60% discounts.
• Professional learning budget of up to €1,000 per year, finance and product training, and twice-yearly career reviews.
• Hardware and tools of choice, regular team buildings, and a collaborative culture.