Client Support Manager (Fintech)

Company

hirify.global provides a cloud banking platform used by financial services firms to acquire customers, increase productivity, and deliver end-to-end digital experiences.

What you will do

• Lead, coach, and develop support specialists and engineers while improving retention and engagement.
• Own operational performance across email, phone, chat, and portal channels, including SLAs, backlog, response times, and resolution times.
• Design scalable support processes, workflows, tooling, dashboards, and staffing plans across multiple shifts.
• Investigate API, integration, data, and production issues using SQL, logs, reproduction steps, and technical troubleshooting.
• Partner with Engineering and Product to triage production bugs, coordinate incident response, and turn support trends into product improvements.
• Own onboarding, training, skill development, strategic initiatives, and client relationships during technical escalations.

Requirements

• Five or more years of technical support or support operations experience, including three or more years managing people.
• Experience scaling processes and improving efficiency for large, high-volume, multichannel support teams.
• Working knowledge of REST APIs, JSON, Postman, SQL, log analysis, and troubleshooting in SaaS or integration-heavy environments.
• Experience working with Engineering and Product on production issues, including making fixes directly in client production environments.
• Experience with metrics, KPIs, workforce planning, dashboard or BI tools, and ticketing platforms such as Zendesk, Freshdesk, or Salesforce.
• Bachelor's degree or equivalent experience, strong communication skills, and flexibility to work evenings, weekends, and holidays when needed.

Nice to have

• Experience with fintech, mortgage, or loan origination systems.

Culture & Benefits

• Medical, dental, and vision benefits with employer contributions.
• Company-paid life and short- and long-term disability coverage.
• Generous paid time off, holidays, and maternity or parental leave.
• Mental health, legal, childcare, eldercare, financial planning, and other Employee Assistance Program services.
• 401(k) retirement plan with company match, healthcare and dependent care FSAs, HSA, and wellness support.
• Additional benefits include pet insurance, identity theft and legal insurance, paid volunteer time, and other wellness perks.