Customer Success Lead

Location: Remote (US); synchronous collaboration mostly from 9 AM–2 PM PT

Salary: $96K–$115K per year, plus equity and bonus

Company

hirify.global is a personal finance platform that simplifies financial management for consumers.

What you will do

• Triage agent escalations, resolve or route complex cases, and coach agents through the process.
• Communicate directly with customers on sensitive or specialized support issues.
• Own publicly surfaced customer issues across app store reviews, community forums, and social channels.
• Audit ticket queues to identify QA issues, process inefficiencies, and escalation needs.
• Identify emerging support trends and contribute to training, documentation, Help Center content, and CS tooling improvements.

Requirements

• 3+ years of experience in customer-facing support, including at least 2 years of email or asynchronous support for an online consumer product.
• Strong written communication for Help Center articles, training materials, and de-escalation emails.
• Excellent customer judgment and de-escalation skills, including public customer interactions.
• Ability to work independently in a remote, asynchronous environment and take ownership beyond individual tickets.
• Must be based in the US.

Nice to have

• Personal finance or PFM knowledge.
• Experience supporting a subscription-based consumer app, including billing, account, renewal, and cancellation issues.
• Experience with AI-assisted support tools and workflow automation.
• Experience with formal agent training, onboarding, or QA programs.

Culture & Benefits

• Fully remote work with no central office and asynchronous collaboration across time zones.
• Competitive cash and equity compensation.
• Stipend for setting up a preferred work environment.
• Location-based benefit plans, including US medical, dental, vision, and 401(k) options.
• Unlimited PTO and a monthly three-day weekend.

Hiring process

• Recruiter video call and hiring manager video call.
• Virtual onsite with two rounds and a take-home assignment.
• Final interview, reference checks, and offer.