Care Operations

Job Description

Assume ownership of the most challenging client cases that surpass AI capabilities, impacting client trust across brokerage, life insurance, crypto, and wealth management. Your role includes investigation, resolution, and closure of these complex issues. Contribute to system learning by converting each resolved edge case into a procedure, which in turn becomes an AI resolution path. This automation progressively reduces the need for human intervention, making your role increasingly focused on novel challenges. Transition from a reactive support model to a proactive one. Help build systems that detect signals and initiate workflows to address client issues before they escalate, enhancing the overall client experience. Define the quality standard for client interactions at Finary, ensuring that each touchpoint is handled with empathy and efficiency, focusing not only on problem resolution but also on client satisfaction. Act as a liaison between clients and Product & Engineering, translating recurring issues into product improvements, ensuring systemic problems are resolved at their root, rather than merely patched.

Qualifications

1. Experience in Operations, Technical Support, or Customer Expert roles. 2. Adept at investigating complex and ambiguous problems, converting solutions into reusable processes. 3. Proficient in utilizing AI as a tool to amplify work efficiency. 4. Capable of clear and empathetic communication, particularly under high-pressure situations. 5. Focused on the client's emotional experience following an interaction, prioritizing overall satisfaction. 6. Collaborative with Product and Engineering teams, translating customer feedback into actionable technical specifications. 7. Familiar with APIs, data flows, and frontend/backend logic, demonstrating a foundational understanding of system connectivity. 8. Genuinely interested in the fintech, investment, and wealth management sectors. 9. Fluent in both French and English.

Benefits

- A high-performing team - Ownership - Impact that matters - A hybrid setup - Competitive compensation