Director of Customer Support (FinTech)

Location: Chicago, United States; hybrid work with four days per week in the office.

Total cash compensation: $165,875.00–$254,341.66 annually, inclusive of annual base salary and target incentive.

Company

hirify.global provides independent investment insights, financial research, data, design, and technology products for investors and market participants.

What you will do

• Lead, mentor, and scale a regional team of product support managers, technical support engineers, and data specialists.
• Optimize support operations through KPIs, SLAs, continuous learning, and improved knowledge of financial data, software capabilities, and internal tools.
• Act as the escalation point for critical technical and data issues affecting enterprise clients, coordinating rapid responses to system incidents and data anomalies.
• Partner with Product Management, Engineering, Technology Operations, Quality Assurance, Account Management, and Sales on product improvements, client renewals, incident response, and post-mortems.
• Identify and implement AI, automation, analytics, and intelligent workflows to improve issue resolution, support efficiency, and customer experience.

Requirements

• Bachelor’s degree in Finance, Economics, Computer Science, Information Systems, or a related field.
• 8–10 years of experience in technical support, product support, or customer success within the FinTech or financial services sector.
• Experience leading digital transformation, workflow automation, or AI/ML initiatives in a customer service or technical support environment.
• At least 4 years of experience directly managing high-performing, customer-facing technical teams and guiding them through organizational change.
• Deep understanding of financial market data, including equities, fixed income, and managed investments.
• Knowledge of APIs, cloud data sharing, and SaaS platforms used for modern data delivery.
• Ability to navigate complex technical architectures and manage high-pressure enterprise escalations with empathy and clarity.
• Exceptional written and verbal communication skills, including the ability to translate complex technical concepts into actionable business insights for executives and clients.

Nice to have

• Advanced degree or relevant certifications such as CFA or ITIL.
• Experience with AI-powered ticketing systems, CRM automation tools, or LLM integrations.

Culture & Benefits

• Hybrid work environment with regular in-person collaboration and tools for engaging with global colleagues.
• 401(k) match up to 6% of salary and potential stock ownership.
• Medical, dental, and vision coverage, HSA contributions, wellness incentives, and disability insurance.
• Trust-based time off, paid sabbatical, family caregiving and parental leave, adoption assistance, and paid volunteering days.
• Leadership coaching, formal mentorship, tuition reimbursement, annual flex stipend, charitable matching, and employee resource groups.