Director, Customer Operations (Fintech)

TL;DR

Director, Customer Operations (Fintech): Lead global customer-facing teams, including Customer Support, KYC, and Onboarding, delivering a world-class experience for international clients. Focus on operational excellence, technology-led improvements, and team leadership across multiple locations.

Location: Based in our Riga office (HQ2). You will manage a global team of approx. 50 people spread across our London, Leeds and Riga locations.

Company

hirify.global is a global bank payment company that processes US$130bn+ of payments annually across 30+ countries.

What you will do

• Set the vision and strategy for Customer Operations, aligned with company objectives.
• Lead and grow a global team, building a culture of accountability and customer-first thinking.
• Optimize processes for support, onboarding, and account management to improve efficiency and scale effectively.
• Collaborate with Product, Engineering, Sales, and Compliance to ensure seamless customer journeys.
• Identify, adopt, and embed tools and systems that enhance productivity and elevate the customer experience.
• Act as a senior point of contact for complex customer situations and strengthen key enterprise relationships.

Requirements

• 7+ years in customer operations, customer success, or similar leadership roles in Tech/SaaS, Payments, or FinTech.
• Demonstrated success in building and scaling operations across multiple geographies.
• Skilled in defining KPIs, interpreting insights, and applying them to operational strategy.
• Exceptional English communication skills, able to influence across all levels and functions.
• Experience managing culturally diverse teams and delivering for a global customer base.

Culture & Benefits

• Hybrid model offers flexibility, with in-office days determined by your team.
• Wellbeing: Dedicated support and medical cover to keep you healthy.
• Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
• Generous holidays, volunteer days, and wellness days annually.