Support Supervisor (Fintech)

Location: Remote or hybrid in the United States. Remote candidates are ideally based in AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MA, MO, NC, NH, NJ, NV, NY, OR, OH, PA, RI, SC, TX, VA, WA, or WI. Candidates based in the Dallas area work from the Plano, Texas headquarters Tuesday through Thursday each week. Candidates must already have the right to work in the United States without employment-based visa sponsorship.

Company

hirify.global provides a digital earned wage access platform that lets employees transfer earned wages to a bank account or pay card before payday.

What you will do

• Directly supervise Tier 1 and Tier 2 customer support specialists through 1:1s, real-time coaching, performance feedback, onboarding, and training.
• Monitor queue health, ticket volumes, SLA adherence, staffing levels, schedules, shift coverage, and time-off requests.
• Handle escalations involving complex or sensitive customer issues and ensure tickets are triaged, prioritized, and routed across Balance, Employee, and Client support categories.
• Track CSAT, first response time, resolution time, ticket backlog, QA scores, and agent performance to drive team improvements.
• Communicate product, known-issue, and process updates while collaborating with Product, Engineering, and Operations.
• Contribute to internal documentation, macros, knowledge base articles, and support process improvements.

Requirements

• 3+ years of customer support experience, including at least 1 year in a supervisor or team lead role.
• Experience coaching, motivating, and developing support team members toward stronger performance.
• Experience running daily support operations, including queue management, SLA tracking, and workforce scheduling.
• Experience with support ticketing systems such as Zendesk, Salesforce Service Cloud, or Freshdesk.
• Ability to interpret support metrics and turn them into actionable team improvements.
• Clear written and verbal communication with agents, customers, and cross-functional partners.
• Ability to remain calm and solution-oriented in high-pressure, high-volume situations.
• Ability to balance multiple priorities while shifting between tactical and strategic work.

Nice to have

• Experience in earned wage access, payroll, fintech, or HR technology.
• Experience with workforce management tools and scheduling platforms.
• Experience building or running QA frameworks, CSAT/NPS programs, or support quality initiatives.
• Experience building reports in Zendesk Explore dashboards or similar analytics tools.
• Experience supporting a fast-growth startup or scaling support organization.

Culture & Benefits

• Values include humility, grit, continuous improvement, and professional growth.
• Flexible PTO with no accrual caps and 10 paid holidays.
• Medical coverage through Blue Cross Blue Shield of Texas, plus dental and vision coverage through MetLife.
• FSA, basic life and AD&D coverage, and an Employee Assistance Program.
• 401(k) with a 100% match up to 3% of salary, eligible after 90 days.

Hiring process

• Full compensation details are shared during the hiring process.