Support Escalations Team Lead (Fintech)

Location: Remote, with occasional travel to offices in Palo Alto and Austin preferred for meetings and team collaboration. Tuesday–Saturday, 7:00 AM–3:00 PM EST.

Salary: $72,000–$80,000 per year, plus equity.

Company

hirify.global is a fintech platform modernizing trucking and logistics through fleet fuel management solutions for owner-operators and small fleets.

What you will do

• Lead, develop, and manage a team of 2–5 L2 escalation agents.
• Own complex customer issues from escalation through resolution and ensure clear accountability.
• Maintain a 15-minute initial response SLA and audit escalation performance, especially for Risk Operations cases.
• Manage escalation playbooks, review new entries within 72 hours, and conduct regular accuracy audits.
• Oversee routing across Risk Operations, Engineering, Settlement, Product, Success, and Operations.
• Prepare weekly reports covering escalation volume, SLA performance, resolution rates, trends, and risk exposure.

Requirements

• 3+ years of customer support experience, including at least 1 year in an escalation, specialist, or L2 role.
• Experience leading a small team in a contact center environment.
• Strong experience with fraud, financial disputes, or risk operations in fintech, payments, or a related field.
• Ability to create clear, actionable SOPs and playbooks for frontline teams.
• Strong cross-functional communication skills with Engineering, Product, and Finance.
• Ability to work the Tuesday–Saturday, 7:00 AM–3:00 PM EST shift and travel periodically to company offices if needed.

Nice to have

• Experience in trucking, fleet, fuel, or logistics operations.
• Experience managing escalation SLAs in a 24/7 environment.
• Familiarity with Zendesk workflows, views, and macros.
• Spanish-language proficiency.
• Experience building or scaling an L2 or escalations function.

Culture & Benefits

• Equity and competitive base compensation in a high-growth startup.
• Multiple health benefit options and Responsible Time Off.
• 401(k) matching, commuter benefits, lunches, and snacks.
• Collaborative environment with opportunities for significant career growth.
• Annual company offsite event.
• Values include customer focus, ownership, creative problem-solving, attention to detail, and curiosity.