Director, Strategic Customer Relations (Fintech)

Location: Remote

Salary: $200,000–$230,000 annually, plus equity

Company

hirify.global builds modern co-branded credit programs and payments infrastructure that help brands increase customer loyalty and lifetime value.

What you will do

• Own strategy, operations, and outcomes across organic, executive, and partner escalations, back office operations, credit reporting, and social media support.
• Build the operating infrastructure for escalations, including processes, metrics, tooling, backlog management, and a clear one- to two-year roadmap.
• Lead a hybrid delivery model combining internal staff with an outsourced partner to scale capacity efficiently.
• Evaluate and implement technology, including AI-powered agent support, automated resolution workflows, and tools that improve resolution quality.
• Partner with Risk, Compliance, Legal, Tech, General Managers, Product, and Engineering to resolve complex cases and address root causes.
• Connect ticketing systems such as Linear with analytics platforms such as Sigma for unified reporting and insight.

Requirements

• Experience building and scaling customer escalations, back office, or customer relations functions from an early, unstructured state.
• Strong analytical and operational skills, including implementing metrics, process discipline, and backlog visibility in ambiguous environments.
• Experience managing outsourced or BPO teams as a core part of the delivery model.
• Practical experience using AI in operations, such as agent-assist tools, Slack bots, or automated resolution workflows.
• Proficiency with ticketing systems and integrating them with data and analytics platforms.
• Ability to set a clear vision, align senior stakeholders, and take ownership of outcomes.

Nice to have

• Background in fintech, payments, or regulated financial services.
• Experience at a high-growth startup during rapid scaling and operational volatility.
• Exposure to a mature escalations or customer operations function.
• Familiarity with social media support operations and community management at scale.

Culture & Benefits

• Competitive compensation and equity packages.
• Fully remote work with configured work computers of choice.
• Flexible paid time off.
• Fully covered healthcare, including dependent coverage, plus access to One Medical and an FSA option.
• 20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents.
• Access to technology and resources designed to support innovation, optimization, and productivity.