Head of Customer Success and Support (Fintech)

Location: Singapore, Singapore

Company

hirify.global provides unified payment infrastructure for businesses across Southeast Asia and global markets, including payment acceptance, payouts, treasury, financial services, compliance, and fraud protection.

What you will do

• Lead, mentor, and scale global Customer Success and Support organizations across multiple countries.
• Build frameworks, workflows, and tooling that resolve merchant issues quickly and improve retention.
• Translate merchant feedback and operational friction into requirements for Product and Engineering, including self-service capabilities.
• Establish and optimize performance metrics, user-journey analysis, churn-risk signals, and portfolio expansion opportunities.
• Act as an executive sponsor for strategic accounts and adapt service models for global enterprises and regional SMEs.
• Partner with Risk, Legal, Product, and Engineering to balance merchant experience with compliance requirements.

Requirements

• 8+ years of scaling leadership across merchant operations, support, or client success in high-growth technology companies.
• Deep familiarity with payment infrastructure, financial technology, or SaaS platforms.
• Experience leading rapid expansion and operational transformation.
• Strong product judgment and experience translating operational problems into engineering specifications.
• Understanding of AML, KYC, PCI-DSS, financial risk controls, and regional regulatory frameworks.
• Rigorous analytical approach to complex problems and data-driven process design.

Nice to have

• Direct experience with authorization, clearing, settlement, payouts, and dispute resolution workflows.
• Experience supporting enterprise marketplaces and high-volume cross-border digital merchants.

Culture & Benefits

• Opportunity to build payment infrastructure supporting digital commerce across Southeast Asia and beyond.
• High-autonomy environment focused on ownership, speed, trust, and data-backed decisions.
• Cross-functional collaboration between product and operations with a low-silo operating model.
• Multicultural environment with teams spanning multiple countries and a combination of local and global expertise.