Customer Support Agent (Fintech)

TL;DR

Customer Support Agent (Fintech): Resolving complex customer tickets related to payments, refunds, and banking edge cases with an accent on independent investigation and judgment-based decisions. Focus on communicating directly with customers and identifying recurring patterns to improve the system.

Location: Onsite in Egypt

Company

hirify.global is the GCC's largest and fastest-growing fintech, reshaping how 15+ million customers pay, earn and save.

What you will do

• Own complex tickets from first review to final resolution, including payments, refunds, disputes, banking edge cases, and product anomalies.
• Investigate independently using account history, transaction data, logs, and internal tools to form a view and act on it.
• Communicate directly with customers, explaining what happened, why, and what actions are being taken.
• Make judgment-based decisions, including compensation where appropriate, balancing customer fairness with risk and policy.
• Actively use the coaching system by asking for help when needed, accepting real-time guidance from coaches, and flagging what you learn.
• Identify and document recurring patterns such as product bugs, AI blind spots, and policy gaps, and surface them with evidence.

Requirements

• Prior hands-on experience in financial operations: banking, payment disputes, chargebacks, fintech ops, telecom escalations, or insurance claims.
• Financial literacy in depth: card payment flows, gateway vs issuer logic, refund mechanics, BNPL structure, dispute lifecycle.
• Fluent written Arabic (native or near-native) and strong written English (B2+).
• Proven ability to investigate without a script: you look at the data, form a view, and act on it.
• Clear structured written communication in both languages.
• Comfortable making autonomous decisions, including compensation within policy, without defaulting to escalation.
• Emotional maturity with frustrated customers: calm, direct, empathetic.

Nice to have

• Familiarity with CRM and ticketing tools (Zendesk, Freshdesk, Salesforce Service Cloud).
• Experience working alongside AI - you understand what the model handles well and where it fails, and you fill the gap.
• Direct BNPL, open banking or digital wallet product experience.

Culture & Benefits

• Flexible working hours and genuine autonomy from day one.
• A clear growth path: strong performers move into Coach, Case Officer, or Content roles.
• Participation in the employee stock options program.
• Health insurance.
• Flexi Perks - a monthly allowance you spend on what matters to you: wellness, learning, travel.

Hiring process

• Applied
• Review
• HR call
• Technical interview
• Final interview
• Hired