Care Operations

Finary

Owning complex client cases that AI cannot solve, ensuring client trust and satisfaction. Collaborating with Product and Engineering to enhance financial solutions at Finary.

Posted 4/16/2026full-timeRemote • 🇪🇺 Anywhere in EuropeMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

You own the hardest cases. The ones AI can't solve, the ones where a client's trust hangs on what happens next. Across brokerage, life insurance, crypto, and wealth management — you investigate, resolve, and close the loop.
You make the system learn. Every edge case you solve becomes a procedure. Every procedure becomes an AI resolution path. Every resolution path means one fewer case that needs a human. Your job gets harder over time — because the easy stuff keeps disappearing.
You shift from reactive to proactive. Today's entry point is "client writes, we respond." Tomorrow's is "system detects a signal, triggers a workflow, contacts the client before they even notice the problem." You help build that future — not in theory, but in your daily work.
You set the bar for how Finary feels. When a client reaches a human, the stakes are already high — their money, their trust, their patience. You own the quality of that moment. Not just solving the problem, but how the client feels when it's solved.
You're the bridge to Product & Engineering. When you see the same root cause twice, you don't just write a playbook — you surface it as a product fix. You're the voice of the client in technical decisions, and you make sure systemic issues get fixed at the source, not patched in support.

Requirements

What you’ll need

Have experience in Operations, Technical Support, or Customer Expert roles
Excel at investigating complex, ambiguous problems — and turning the solution into something reusable
Use AI as a daily work multiplier
Communicate with clarity and empathy, especially when stakes are high
Care deeply about how a client *feels* after an interaction — not just whether the ticket was resolved
Collaborate naturally with Product and Engineering — you translate customer pain into technical specs, not just complaints
Are comfortable with APIs, data flows, and frontend/backend logic (you don't need to code, but you need to understand how things connect)
Are genuinely curious about fintech, investing, and wealth management
Are fluent in French and English

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

investigating complex problemsAI utilizationAPIsdata flowsfrontend logicbackend logic

Soft Skills

clarity in communicationempathyclient relationship managementcollaborationcuriosity