Overnight Customer Support Team Lead (Fintech)

Location: Remote; Tuesday-Saturday, 11:00 PM-7:00 AM EST

Salary: $60,000-$70,000 annually

Company

hirify.global is a fintech marketplace modernizing the U.S. trucking and logistics industry by providing fuel management solutions for independent truckers and small fleets.

What you will do

• Coach, support, and develop customer support agents during overnight shifts.
• Respond to agent questions and help resolve complex customer issues quickly and accurately.
• Monitor live shift metrics, including ticket handling, customer wait times, and escalations.
• Review calls, emails, chats, and other customer interactions for quality assurance and provide regular feedback.
• Conduct 1:1s and translate performance, attendance, productivity, and teamwork feedback into actionable improvements.
• Identify recurring customer issues and collaborate with cross-functional teams on scalable tools and processes.

Requirements

• 3+ years of experience directly managing and developing customer support agents.
• 4+ years of experience in remote customer support within fintech or technology startup environments.
• Experience with customer support platforms such as Zendesk, Intercom, or similar ticketing systems.
• Recent experience in fast-paced customer support, with a record of leading projects and improving processes.
• Strong written and verbal communication, critical thinking, data-driven problem-solving, and leadership skills.
• Ability to work the overnight EST shift from Tuesday through Saturday.

Culture & Benefits

• Remote work in a collaborative, high-growth environment.
• Competitive salary and equity.
• Multiple health benefit options and commuter benefits.
• Responsible Time Off and 401(k) matching.
• Career growth support, lunches and snacks, and an annual company offsite.
• Values centered on customer obsession, ownership, creative problem-solving, attention to detail, and curiosity.