Senior Lead, Complaints Management (Fintech)

TL;DR

Senior Lead of Complaints Management (Fintech): Overseeing and enhancing complaints resolution processes for Square and Afterpay with an accent on regulatory compliance, customer experience, and efficient resolutions. Focus on driving continuous improvement in the complaints management framework, ensuring adherence to established SLAs, and compliance with consumer protection regulations.

Location: United States, pay may vary depending on your location.

Salary: $123,400—$223,100 USD

Company

hirify.global builds technology to increase access to the global economy, with brands like Square, Cash App, Afterpay, TIDAL, Bitkey, and Proto.

What you will do

• Develop and execute a comprehensive complaints management strategy for Square and Afterpay.
• Lead and develop a high-performing team of complaints specialists and managers.
• Oversee the end-to-end complaints lifecycle, ensuring adherence to SLAs and quality standards.
• Implement and optimize complaints management systems and tools.
• Analyze complaint trends and root causes to drive preventative measures and product enhancements.
• Ensure compliance with consumer protection regulations and industry best practices.

Requirements

• 8+ years of experience in a leadership role, managing and developing teams, preferably leading supervisors/managers.
• 3+ years of experience in complaints management, customer operations, or risk management within the financial services or fintech industry preferred.
• Proven expertise in designing and implementing scalable complaints management processes and systems.
• In-depth knowledge of consumer protection regulations and industry best practices (e.g., UDAAP, TILA, EFTA, GDPR, CCPA).
• Strong analytical skills with the ability to identify trends and translate data into actionable insights.
• Excellent communication, interpersonal, and negotiation skills.

Culture & Benefits

• Fair and inclusive interview experience with reasonable accommodations for disabled applicants.
• Focus on building a more inclusive economy and workplace.
• Benefits designed to empower employees to do their best work while building the life they want.
• Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning.