TL;DR

Support Team Lead (Fintech): Leading and managing a technical support team for a fintech SaaS product focused on veterinary payment solutions with an accent on escalation management, technical troubleshooting, and process improvement. Focus on coaching, cross-functional collaboration, and enhancing customer and agent experience in a remote US East Coast environment.

Location: Must be located on the East Coast or permanently work 9am - 5pm EST, Remote (United States)

Salary: $85,000 - $95,000

Company

%hirify_global% is a Series C fintech startup transforming veterinary care payments with award-winning technology and a large partner network across the US and Canada.

What you will do

Lead and coach the Practice Support Team, fostering a culture of openness and accountability.
Manage technical escalations and troubleshoot complex payment processing and API issues.
Collaborate with Product, Engineering, and Commercial teams to resolve systemic issues.
Drive process improvements and automation to enhance support efficiency and customer satisfaction.
Create and maintain documentation and self-service resources.
Conduct live customer onboarding and product demonstrations.

Requirements

Must be located on the East Coast or able to permanently work 9am - 5pm EST.
Minimum 4 years technical support experience with SaaS products, including 1-2 years in a lead or managerial role.
Proven escalation management and team leadership skills.
Strong problem-solving, communication, and ability to learn new technical systems quickly.
Familiarity with SaaS platforms, API troubleshooting, PostgreSQL, Firebase, and JetAdmin.
Experience with BPO or offshore support teams preferred.

Nice to have

Experience in fintech, payments, or high-growth startup environments.

Culture & Benefits

Remote-first company with optional hybrid office space in Pasadena.
Unlimited PTO, healthcare coverage, 401k match, and cell plan reimbursement.
Learning platforms and resources for professional growth.
Equity retention policy and generous parental leave.
Monthly recognition opportunities and supportive team culture.