Supervisor, Support - GiveX Team (Fintech)

Location: Toronto, ON office; hybrid workplace

Company

hirify.global provides commerce-enabling payment technology that supports billions of transactions for businesses across multiple industries.

What you will do

• Supervise daily GiveX Support operations, including service quality, efficiency, queue performance, reporting, and KPI coaching.
• Provide real-time guidance and decision support for complex customer support cases, escalated merchant and dealer inquiries, and root-cause resolution.
• Maintain process documentation and develop, implement, and improve departmental policies, procedures, and operational workflows.
• Coordinate onboarding, training, technical skill development, and continuous improvement initiatives.
• Support performance management, coaching, disciplinary actions, hiring, and career development.
• Build effective relationships with internal stakeholders, external business partners, and leadership while managing expectations for ticket queues, service levels, and deliverables.

Requirements

• At least 2 years of experience in customer service, operations, or technology support.
• Experience with Microsoft Office Suite and Google Sheets.
• Strong written and verbal communication skills.
• Demonstrated problem-solving and decision-making abilities in a fast-paced environment.
• Proven ability to lead or mentor others and support team success.
• Excellent organizational skills and strong attention to detail.
• Availability for extended or flexible hours during peak season and critical times, including varying shifts, holidays, and on-call responsibilities as required.

Nice to have

• Experience in payments or project management.

Culture & Benefits

• Fast-paced, high-volume environment focused on results, customer satisfaction, and service quality.
• Support a positive, high-performance culture with employee engagement, motivation, and clear communication.
• Hybrid work arrangement at the Toronto, ON office.
• Equal opportunity employment without discrimination based on protected characteristics.