Team Manager, Customer Protection (Fintech)

Location: Onsite work in Greenfield, Mandaluyong, Philippines. Flexible schedule and rest days based on business needs.

Company

hirify.global provides secure financial services for customers sending and managing money across borders.

What you will do

• Build and manage high-performing, engaged customer service and customer protection teams in Manila.
• Support associates in delivering service promises and act as an expert for supervisor and escalated customer calls.
• Oversee daily team activities, service performance, customer experience, and adherence to product and process updates.
• Coach team members on performance, career development, cultural values, behavior, policies, discipline, and labor regulations.
• Facilitate team meetings, communicate goals and initiatives, and coordinate with Customer Success leadership, site leadership, HR, and program managers.
• Manage individual development plans, feedback processes, engagement, recognition, and talent retention.

Requirements

• At least three years of experience as a Team Manager or Team Lead in customer success or a related field.
• Customer protection, fraud prevention, or related operational experience is preferred.
• Mastery of product, process, business economics, and service standards.
• Strong critical thinking, investigative, decision-making, and problem-solving skills.
• Ability to build teams, develop talent, manage performance, improve processes, and communicate effectively with diverse stakeholders.
• Availability for onsite work in Greenfield, Mandaluyong, with a flexible schedule based on business needs.

Culture & Benefits

• In-person collaboration through hirify.global’s Connected Work Culture.
• Rice and transportation allowances.
• Paid vacation and medical, dental, and vision coverage.
• Accident and life insurance.
• Employee Stock Purchase Plan, mental health benefits, and family-forming benefits.