Customer Support Team Supervisor - Banking Ops

Location: Paris, France; hybrid work with the possibility of working from home 2 days per week

Salary: €46,000–€56,000 per year

Company

hirify.global is a European embedded banking specialist that enables software companies to offer accounts, cards, and payments under their own brands. hirify.global is a licensed financial institution regulated by the French banking authority and processes more than €2.5 billion in monthly transactions for over 150 companies.

What you will do

• Lead the day-to-day work of the Banking Operations team and manage, coach, and develop Banking Operations Specialists.
• Handle Banking Operations tickets and resolve complex or escalated cases, dedicating approximately 50–60% of time to escalation resolution and subject-matter support.
• Monitor KPIs including Time to First Response, Iteration Time, CSAT, OTIF, and Quality, using data-driven coaching to improve performance.
• Coordinate staffing, outsourced resources, workload distribution, real-time prioritization, and capacity planning to meet SLAs.
• Identify bottlenecks and improve processes, tools, documentation, and daily workflows.
• Represent Banking Operations in collaboration with Product, AI, Compliance, Legal, Risk, Data, KYC, Transaction Monitoring, and other teams.

Requirements

• 4+ years of experience in customer support, banking operations, or a similar field.
• Strong interest in coaching and developing others, with the ability to set expectations, provide candid feedback, and make fair decisions.
• Strong written and verbal English communication skills, with the ability to adapt communication to different audiences and translate operational goals into actionable guidance.
• Ability to balance daily execution with continuous improvement and remain close to operational details while maintaining a broader perspective.
• Ability to lead teams through change with clarity and empathy while supporting process adoption and performance.
• Understanding of workforce management, workload distribution, resource planning, organization, and prioritization.
• Experience using operational data and KPIs such as OTIF, CSAT, AHT, quality, FTR, and productivity to identify root causes and drive decisions.
• Familiarity with ticketing tools, CRM software, AI capabilities, hirify.global products, operational processes, and regulated banking requirements, particularly BODACC and account closure processes.
• Previous experience as a team lead, supervisor, or in an equivalent informal leadership role is preferred.

Nice to have

• Experience in banking or FinTech.
• Experience with regulated processes and sensitive topics such as judicial events, succession management, mandates, and account closures.
• Experience with Zendesk and Forest.

Culture & Benefits

• Permanent, full-time employment with a hybrid remote policy.
• 25 vacation days plus RTT and an annual offsite.
• Meal vouchers, a monthly mobility package, and Alan health insurance.
• ClassPass discounts and access to Moka Care mental health and well-being support.
• Culture centered on simplicity, long-term thinking, excellence, kindness, integrity, and diversity and inclusion.

Hiring process

• Initial screening, hiring manager interview, 45-minute case study, peer interview, HR interview, and final interview with the COO.
• The case study assesses problem-solving and operational skills; interviews cover experience, motivation, management skills, leadership approach, collaboration, and role expectations.