Director, Customer Success (Fintech)

Location: Lindon, Utah, United States; office attendance Monday–Thursday with remote work flexibility on Friday

Salary: $130,000–$150,000 annual base salary, plus a 10% discretionary variable incentive; total annual OTE of $143,000–$165,000.

Company

hirify.global is a high-growth fintech company making retirement benefits more affordable and accessible for employees of small and medium-sized businesses.

What you will do

• Lead high-performing customer support teams and senior support managers across call center operations.
• Develop strategic support frameworks, KPIs, playbooks, and scalable processes for different customer segments and issue types.
• Improve first-call resolution, average handle time, customer satisfaction, and overall resolution efficiency.
• Partner with Product, Onboarding, Operations, Sales, and Enablement to improve customer journeys and training.
• Use support metrics and customer insights to identify trends and drive proactive improvements.
• Oversee support technology, staffing, scheduling, resource planning, escalations, and continuous improvement initiatives.

Requirements

• 7+ years of experience leading customer-facing teams, including at least 5 years in call center or customer support leadership.
• Experience improving operational efficiency and customer satisfaction in a high-volume support environment.
• Experience building and scaling high-performing teams during rapid growth.
• Strong strategic planning, communication, leadership, budgeting, and resource management skills.
• Experience implementing systems to track customer satisfaction, support metrics, and team performance.
• Experience with omnichannel support across phone, email, chat, and social channels.

Nice to have

• Workforce management and contact center scheduling experience.
• Experience implementing quality assurance programs and contact center technologies.
• Experience scaling support from startup to growth stage.
• Experience with Zendesk, Salesforce Service Cloud, support automation, chatbots, or AI-assisted technologies.
• Experience managing hybrid and in-office support teams or influencing product roadmaps through customer feedback.

Culture & Benefits

• Customer-focused, long-term, autonomous, accountable, and performance-oriented working principles.
• Standard business hours with regular and reliable attendance required.
• 401(k) plan with dollar-for-dollar employer matching up to 4% and no plan fees.
• Health, dental, vision, mental health, fertility, family-forming, and student loan support benefits.
• Paid time off, parental leave, monthly work-from-home and quarterly lifestyle stipends.
• Team-building events, virtual social activities, and company offsites.