Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Leading and mentoring frontline operational teams to enhance performance, knowledge, and readiness with an accent on executing L&D, onboarding, and real-time coaching strategies. Focus on owning the entire training lifecycle, designing materials, facilitating onboarding, and driving measurable improvements in customer interaction quality.

Location: This is a Hybrid role; the Support Services team within Customer Operations work from our Cardiff Offices 3 days per week.

Company

hirify.global provides an all-in-one business credit card and spend management platform, serving over 200,000 businesses globally.

What you will do

• Lead, mentor, and manage a team of Specialists, setting objectives for quality and speed to proficiency.
• Design and manage team rotas, own the L&D strategy including onboarding, continuous improvement, and knowledge gap analysis.
• Manage the design, review, and continuous update of training materials, SOPs, and facilitation guides.
• Oversee the successful execution of new starter onboarding programs and their transition to live support.
• Own and execute the Real-Time Coaching (RTC) strategy, ensuring specialists provide immediate, impactful support to agents.
• Analyse performance data to identify systemic coaching needs, design targeted interventions, and drive continuous improvement through knowledge updates.

Requirements

• Proven experience leading a team focused on Learning & Development or Real-Time Coaching within a fast-paced Customer Service or Contact Centre environment, ideally in Financial Services.
• Demonstrable expertise in learning principles, instructional design, and facilitating engaging training sessions.
• Strong coaching and mentoring skills, with the ability to influence performance and drive behaviour change.
• Experience in operational scheduling, rota management, and workload planning for a dynamic support function.
• A strategic mindset coupled with strong analytical skills, capable of using performance data to shape coaching strategies.
• Excellent communication skills, capable of delivering complex information clearly and concisely to frontline staff and senior leaders.

Culture & Benefits

• Empowering, scaling, and agile environment for innovation, ownership, and impact.
• Office perks include a pool table, arcade machine, beer tap, and dog-friendly policy.
• Comprehensive Private Healthcare and Worldwide travel insurance through Vitality.
• Financial benefits: Salary Sacrifice Pension Scheme (up to 7% match), Octopus EV Scheme, Season Ticket Loan, Anniversary Rewards.
• Work-life balance: 28 days holiday (plus bank holidays), Enhanced Parental Leave.
• Personal development & wellbeing: Annual Learning and Wellbeing Budget, 6 free therapy sessions per year.