Head of Member Experience (Fintech)

Company

hirify.global is a technology-driven platform redefining financial independence for businesses-of-one by integrating incorporation, accounting, bookkeeping, and tax services.

What you will do

• Own the integrated Member Experience organization, combining Support and Success functions.
• Design and tune a tiered coverage model that balances pooled, AI-assisted service with dedicated human attention for high-need members.
• Build and operate an intervention library of driver-bound triggers to automate routine tasks while maintaining quality.
• Partner with product teams to integrate AI-driven support and self-service tooling.
• Establish a measurement framework based on durable metrics tied to real driver behavior.
• Lead the development of a new pooled coverage function, including team building and operational cadence.

Requirements

• 8+ years of leadership experience in customer support, success, or member experience within high-growth fintech or professional services.
• Proven track record of designing tiered coverage models and automated workflows.
• Deep understanding of service economics, including loaded cost per role and unit economics.
• Ability to transition customer bases between coverage models while managing retention risk.
• Concrete experience in AI/automation design, specifically regarding deflection and escalation.
• Must be based in San Francisco and able to work in a hybrid capacity.

Culture & Benefits

• Hybrid work model with in-office flexibility and fresh lunch provided on-site.
• Comprehensive medical, dental, and vision coverage (100% for employees, 75% for dependents).
• 401k plan and equity package.
• 16 weeks of fully paid parental leave.
• Flexible PTO and 14 company holidays.
• Quarterly wellness reimbursement and monthly commuter support.