Supervisor, Merchant Services (Fintech)

Location: Lehi, Utah, United States. Hybrid work model with in-office attendance on Tuesdays, Wednesdays, and Thursdays; remote placement will not be considered. Local working hours are MST, with monthly travel to San Francisco and occasional travel to other offices, national accounts, and conferences. Relocation is offered based on the actual job level.

Salary: $55,000–$70,000 base salary, plus potential equity awards and annual bonus.

Company

hirify.global provides focused financial products and a mobile-first banking experience designed to help members make financial progress.

What you will do

• Lead and develop Business Relationship Specialists, Senior Business Relationship Specialists, and Onboarding Specialists across phone and non-phone workflows.
• Set performance expectations and manage service levels, refund and resolution SLAs, engagement targets, and quality standards.
• Use queue metrics, refund aging, engagement outcomes, and quality reviews to identify trends, close performance gaps, and coach the team.
• Develop Senior Specialists handling refund and chargeback resolution, proactive merchant engagement, partner and API escalations, and onboarding support.
• Step into queues and complex escalations when needed, modeling effective merchant conversations and ownership.
• Partner with Onboarding, Merchant Risk, WFM, and department leaders on coverage, cross-skilling, and evolving priorities.

Requirements

• At least 2 years of leadership experience in an operations, service, or relationship-management environment.
• Experience coaching employees, managing performance, and delivering direct feedback.
• Ability to use performance data, call and case observations, and quality feedback to improve results.
• Experience leading proactive, outcome-oriented merchant engagement or outreach work.
• Strong communication, problem-solving, prioritization, and cross-functional collaboration skills.
• Ability to work in the hybrid Lehi office on Tuesdays, Wednesdays, and Thursdays and during local MST hours.

Culture & Benefits

• Work culture centered on fairness, accountability, urgency, flexibility, and continuous improvement.
• Medical, dental, and vision plans for employees and families.
• 401(k) match and health and wellness programs.
• Flexible time off for salaried employees and up to 16 weeks of paid parental leave.
• Travel-related expenses covered for required business travel.

Hiring process

• Interviews may be recorded, transcribed, and summarized using AI tools for selected roles and locations.
• Candidates may opt out of interview recording, transcription, and summarization before scheduled interviews.