Overnight Customer Support Team Lead (Fintech)

Location: Remote

Salary: $60,000–$70,000 per year base salary, plus equity

Company

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

What you will do

• Coach, support, and develop customer support agents during overnight shifts.
• Respond to agent questions and help resolve complex customer issues quickly and accurately.
• Track live shift metrics, including omnichannel ticket handling, customer wait times, and escalations.
• Monitor calls, emails, chats, and other customer interactions for quality assurance and provide frequent feedback.
• Conduct regular one-to-ones covering performance, attendance, work quality, productivity, and teamwork.
• Identify recurring customer issues and collaborate with cross-functional teams on scalable resolution tools and processes.

Requirements

• 3+ years of experience directly managing and developing customer support agents in a leadership or supervisory role.
• 4+ years of experience in remote customer support within fintech or technology startup environments.
• Experience with customer support platforms such as Zendesk, Intercom, or similar ticketing systems.
• Recent customer support experience in a fast-paced environment.
• Strong written and verbal communication, critical thinking, and data-driven problem-solving skills.
• Ability to lead projects, improve processes, adopt new technology, and drive results.

Culture & Benefits

• 24/7/365 customer support operation with a focus on overnight customer needs.
• Collaborative, high-growth environment with cross-functional collaboration.
• Competitive salary, equity, and multiple health benefit options.
• Responsible Time Off and 401(k) matching.
• Commuter benefits, lunches and snacks, and support for career growth.
• Annual company offsite event.