VP - Client Support Manager (Fintech)

Location: San Antonio, Texas, United States

Company

hirify.global provides technology-enabled financial and client services through SWIVEL products and services.

What you will do

• Set the vision, strategy, operating model, service standards, and governance for the client support function.
• Lead, develop, and hold accountable support leaders across a multi-tier organization.
• Own the end-to-end support experience, including self-service, frontline support, advanced technical support, and escalations.
• Define performance indicators, service-level commitments, capacity plans, quality standards, and client feedback processes.
• Partner with Product, Engineering, Implementations, Customer Success, Account Management, and Sales to improve supportability and client outcomes.
• Oversee executive escalations, critical incidents, support technology, automation, knowledge management, budgets, vendors, and operational compliance.

Requirements

• Bachelor’s degree in business, technology, operations, or a related field, or equivalent relevant experience.
• At least 10 years of progressive experience in client support, customer operations, technical support, or a related service function.
• At least 5 years leading leaders and multi-team support operations in a complex, technology-enabled, or regulated environment.
• Experience designing and scaling tiered support operating models with escalation paths and measurable service standards.
• Strong performance management, executive communication, stakeholder management, data analysis, and root-cause analysis skills.
• Experience managing budgets, workforce plans, support technology, knowledge management, automation, and third-party providers.

Nice to have

• Advanced degree.
• Experience in financial technology, payments, or another regulated industry.

Culture & Benefits

• Work-life balance and employee engagement activities.
• Career development through leadership programs, mentoring, continuing education, and certifications.
• Healthcare coverage options, traditional and Roth 401(k) plans, wellness benefits, recognition awards, and years-of-service awards.
• Pre-employment drug testing is required; tobacco users are not hired where permitted by law.