Senior Support Lead (Fintech)

Location: New York, NY; hybrid workplace

Company

hirify.global builds infrastructure for consumer-facing fintech applications, including onboarding, account access, and money movement for blockchain-based systems.

What you will do

• Manage day-to-day operations for an external support team, including coaching, shift coverage, and escalation triage.
• Resolve first-pass support escalations using established processes and escalate only issues that require engineering involvement.
• Build and improve support tooling, workflows, documentation, and operational processes with the Head of Customer Success.
• Own quality assurance after the support foundation is established and ensure consistent standards across interactions.
• Prepare and spot-check enterprise reporting and manage performance against agreed standards for the external support partner.
• Monitor tickets and escalations when customer success leadership is unavailable.

Requirements

• 5–7 years of experience in customer support, support operations, or customer experience, ideally in fintech, payments, or crypto.
• Experience managing outsourced or offshore support teams, including performance reviews and quality oversight.
• Hands-on experience with modern support tooling, workflow development, and reporting.
• Ability to make fast, judgment-based decisions within defined guardrails and identify when escalation is necessary.
• Strong written communication skills for interactions with end users and partners.

Nice to have

• Familiarity with crypto or blockchain-based products.
• Experience structuring a support operation from an early or informal state.
• Exposure to compliance-adjacent workflows such as KYC, transaction disputes, or fraud review.

Culture & Benefits

• Hybrid work arrangement in New York, NY.
• Opportunity to own support operations and operational quality as the organization scales.
• AI tools may support parts of the hiring process, while final hiring decisions remain human-led.