Senior Manager, Customer Experience (Fintech)

Location: Hybrid, based onsite at the San Francisco office, United States.

Salary: $145,000–$190,000 per year, plus equity grant.

Company

hirify.global builds embedded financial tools—including funding, spend management, and savings products—for small businesses through partner platforms such as DoorDash, Amazon, Worldpay, and Mindbody.

What you will do

• Define and own the multi-year customer experience strategy, operating model, service levels, and standards across products and partners.
• Build, lead, and develop a multi-layered CX organization, including hiring and coaching support managers.
• Own CX KPIs including CSAT, response and resolution times, quality, and cost-to-serve; report performance and investment needs to the executive team.
• Act as the senior CX contact for partners and represent customer needs in partner reviews and executive forums.
• Partner with Product, Engineering, Risk, and Compliance to identify customer pain points, influence the roadmap, and drive systemic improvements.
• Own Zendesk and related tooling, AI and automation strategy, headcount planning, budget, vendors, BPO relationships, processes, playbooks, and quality programs.

Requirements

• 10+ years of customer support or customer experience experience, including 5+ years in leadership and experience managing managers.
• Experience building or substantially scaling a CX or support organization, ideally during rapid growth.
• Hands-on experience deploying AI and automation to deflect routine inquiries, speed resolution, and preserve support quality.
• Ability to set strategy, own metrics end to end, and move between executive planning and operational problem solving.
• Strong prioritization skills across multiple products and partners.
• Strong cross-functional collaboration and a positive contribution to team and company culture.

Nice to have

• Experience leading white-labeled or partner/B2B2C support at scale.
• Fintech or financial services experience.
• Deep proficiency with Zendesk administration and configuration and CX automation or self-service tooling.
• Experience leading distributed or outsourced BPO teams.
• Experience at an early-stage or hyper-growth startup.

Culture & Benefits

• Work-from-home flexibility within a hybrid San Francisco-based role.
• Medical, dental, and vision insurance, plus an employee assistance program.
• Unlimited PTO and paid parental leave.
• 401(k), commuter benefits, and free lunches.
• Equity grant.