Team Lead Customer Support (Fintech)

Location: Berlin, Germany (hybrid); London, United Kingdom (hybrid); or New York, United States (remote).

Company

hirify.global is a B2B payments platform combining commercial card issuing, payment accounts, FX, and spend management for businesses, fintechs, software platforms, and banks.

What you will do

• Act as deputy to the Head of Customer Support and represent the function with leadership and other departments.
• Manage, coach, motivate, onboard, and develop customer support specialists through 1:1s, feedback, and development plans.
• Plan schedules, coverage, and workloads across chat, phone, email, and in-app support channels.
• Monitor CSAT, first response and resolution times, escalation rates, and other service KPIs; run quality checks and improve performance.
• Own complex and sensitive escalations while ensuring regulatory, card scheme, and internal control requirements are followed.
• Identify root causes, maintain help centre content and documentation, and contribute to automation, tooling, AI initiatives, and feature-launch readiness.

Requirements

• 5–7 years of experience in customer service or customer operations, including at least 2 years leading a team; fintech, payments, or financial services experience is preferred.
• Ability to run a team independently, make decisions with limited guidance, and represent the function to senior stakeholders.
• Experience coaching and developing people, giving honest feedback, and supporting team growth.
• Customer-focused, calm, and solution-oriented approach under pressure.
• Strong operational skills in workload planning, queue management, and maintaining service levels.
• Ability to use KPIs and customer feedback to identify problems and improve performance.
• Strong collaboration and communication skills across teams including Product, Risk, Fraud, Payments, and Compliance.
• Adaptability in a fast-paced, high-growth environment.

Nice to have

• Experience with Zendesk, Intercom, HubSpot, automation, or AI tools.
• Other European languages.
• Familiarity with process improvement or quality frameworks.

Culture & Benefits

• Flexible work arrangements with the possibility to work remotely, subject to the role location setup.
• Flat hierarchy, transparent communication, and a relaxed professional atmosphere.
• Opportunity to develop within a growing team focused on knowledge sharing and excellence.
• Monthly mobility benefit and Wellhub membership.
• Company card with a monthly allowance for lunches, coffee, and related coworker expenses.
• Accessibility support is available during the interview process upon request.