Customer Support Team Lead

TL;DR

Customer Support Team Lead: Oversee daily operations of hirify.global's Level 1 Support team ensuring timely, accurate, and empathetic customer service with an accent on team management, SLA compliance, and operational excellence. Focus on leading scheduling, coaching, performance tracking, and driving continuous improvements in support workflows and customer experience.

Location: Remote (Canada East Coast, New York)

Company

hirify.global builds infrastructure to bring financial integrity to the crypto economy, powering accounting, reporting, and operational workflows for institutions and crypto-native organizations.

What you will do

• Lead daily operations and scheduling of the Level 1 Support team ensuring full coverage and workload coordination
• Manage team performance through 1:1s, reviews, goal setting, and coaching
• Hire and onboard new team members as the team grows
• Monitor support metrics and ticket queues to ensure SLA compliance
• Identify operational trends and recommend improvements to tools, processes, and documentation
• Ensure high-quality, clear, and empathetic customer interactions

Requirements

• Location: Remote role for candidates based in Canada East Coast or New York
• Experience leading or coaching customer support teams in SaaS, fintech, or operations environments
• Strong organizational skills, attention to detail, and operational mindset
• Excellent communication and empathy skills
• Familiarity with support workflows, SLAs, and ticketing tools like Plain, Linear, Notion, Slack, and Excel

Culture & Benefits

• Remote or hybrid working options
• 25 days paid holiday plus bank holidays, increasing up to 30 days
• Birthday off and mental health resources
• Family-friendly policies and wellness budget
• MacBook Pro and $200 home office setup budget
• Training and development budget

Hiring process

• Talent screen (30 min)
• First interview (30 min)
• Case study sendoff and presentation (1 hour)
• Final interview (45 min)