Team Leader - Investment Support (Fintech)

Company

hirify.global is a fast-growing Philippine fintech company developing accessible digital lending and financial products focused on financial inclusion and customer service.

What you will do

• Supervise Investment Customer Support Agents across chat, email, voice, and social media channels.
• Coach agents, conduct performance reviews, create measurable action plans, and support onboarding and development.
• Monitor CSAT, quality, resolution rate, SLA, productivity, attendance, queue coverage, and workload distribution.
• Handle escalated client cases involving accounts, funding, withdrawals, trading orders, settlements, fees, portfolios, dividends, and corporate actions.
• Coordinate incidents, service disruptions, operational events, and escalations with Operations, Product, Technology, Compliance, Fraud, Legal, and other teams.
• Maintain procedures, knowledge base materials, escalation records, approved responses, and compliance controls.

Requirements

• At least 1 year of experience supporting an investment, brokerage, securities trading, or online trading product, including direct responsibility for client inquiries, escalations, quality reviews, process support, or team supervision.
• At least 3 years of customer service experience and at least 1 year of formal Team Leader, Supervisor, Assistant Team Leader, or equivalent people-management experience.
• Experience managing multichannel customer support, coaching agents, reviewing performance, handling escalations, and coordinating with specialized teams.
• Working knowledge of customer verification, KYC, AML, data privacy, information security, and investment support procedures.
• Ability to interpret operational reports and use spreadsheets for filtering, sorting, formulas, lookups, pivot tables, and performance reporting.
• English and Filipino communication skills are required, both verbally and in writing.

Culture & Benefits

• Opportunity to contribute to a growing fintech business focused on accessible financial products and financial inclusion.
• Work involves collaboration across Operations, Product, Technology, Compliance, Fraud, Legal, and other specialized functions.
• Role includes structured coaching, development discussions, operational reporting, and process improvement.

Hiring process

• Complete a practical assessment covering operational reports, spreadsheet-based performance reporting, and trend analysis.
• Complete communication and case-based assessments covering client communication and investment escalation paths.
• Pass Team Leader product and compliance certification before independently validating complex responses or handling specialized escalations.