Product Support Manager (Fintech)

Location: Hybrid in downtown Toronto, Canada, with in-office attendance 2–3 days per week.

Salary: CA$100K–CA$125K per year, plus equity options and benefits.

Company

hirify.global is a Canadian fintech company providing an intelligent financial operating system with corporate cards, expense management, bill payments, high-yield accounts, and customer support for Canadian businesses.

What you will do

• Lead Product Support Associates and Specialists, owning hiring, onboarding, performance management, career development, team health, and leadership development.
• Define and execute the Product Support strategy, roadmap, operating model, staffing plan, and investment cases.
• Own targets and operating mechanisms for SLAs, quality, CSAT, first-contact resolution, cost-to-serve, QA, dashboards, reporting, and coaching.
• Manage queue routing, escalations, approval-gated workflows, cross-channel and bilingual coverage, support tools, playbooks, macros, and documentation.
• Lead AI-first support automation, incident response, post-incident reviews, and coordination with Product, Engineering, Risk & Compliance, Customer Success, and other teams.
• Use case data and frontline insight to influence roadmap planning, customer journeys, releases, escalations, and sensitive customer or account decisions.

Requirements

• 7+ years of experience in technical support, digital customer service, or IT help desk roles, including 2+ years managing people; experience managing managers or team leads is ideally included.
• Experience leading support teams and hiring, coaching, giving difficult feedback, running performance processes, and developing leaders.
• Ability to design support operating models, frameworks, durable improvements, and scalable processes.
• Ability to use metrics for target-setting, prioritization, capacity forecasting, and communication with senior leaders and cross-functional partners.
• Experience forming and applying an AI-first support approach, including shipping automation or AI-assisted changes.
• Clear and empathetic communication with customers, teammates, and executives, including sound escalation judgment.
• Strong cross-functional partnership with Product, Engineering, Risk & Compliance, RevOps, and Customer Success.
• Ability to bring structure, communication, and ownership to incidents and customer-impacting issues.
• Willingness to adjust schedules, enter the queue during spikes, and support evenings or weekends occasionally.
• Must be prepared to work in the downtown Toronto office 2–3 days per week.

Nice to have

• SaaS or fintech experience.

Culture & Benefits

• High-autonomy, high-growth role at a Canadian fintech company.
• Ambitious, collaborative, supportive, high-trust, and high-performance environment.
• Competitive compensation, equity options, and benefits.
• Hybrid work model with catered team lunches on Tuesdays, Wednesdays, and Thursdays.
• Dog-friendly office and an inclusive, accessible workplace with accommodation support.