Director, Customer Support (Fintech)

TL;DR

Director, Customer Support (Fintech): Defining and driving operational excellence for customer support across the Americas region, building high-performing leadership teams and strengthening customer relationships. Focus on improving SLA performance, CSAT, and cost efficiency through data-driven analysis and process optimization.

Location: Remote (USA, Mexico, Brazil)

Salary: $154,900.00 – $195,925.00 annual salary

Company

hirify.global is a global fintech leader empowering CFOs and finance teams with cloud-based treasury, payments, and risk management solutions.

What you will do

• Lead, build, and scale a high-performing regional support organization, fostering engagement and talent development.
• Own end-to-end support performance, ensuring excellence in case resolution, customer satisfaction, and responsiveness.
• Define and evolve the support operating model, driving continuous improvement through data-driven insights and best practices.
• Manage end-to-end escalation and incident frameworks, ensuring timely SLA adherence and effective prioritization.
• Partner with Product, Engineering, and Customer Success to resolve systemic issues and influence roadmaps with customer insights.

Requirements

• Bachelor's degree (MBA preferred) with 7+ years of leadership in regional or global multi-channel customer service for fast-growing SaaS organizations.
• Demonstrated success in executing Support and Customer Experience improvement strategies with measurable gains in quality and performance.
• Proven track record of building high-performing leadership teams in SaaS, FinTech, or technology-driven organizations.
• Deep commitment to customer value and service quality, balanced with accountability for efficiency and scalability.
• Exceptional communication and organizational skills, able to present performance, risks, and achievements to senior leaders.
• Strong ability to lead through influence and collaborate effectively across Product, Engineering, Technology, and Customer Success.
• Comfortable navigating ambiguity and complexity in a fast-paced, high-growth environment, with a continuous improvement mindset.
• Up to 15% international travel required.

Culture & Benefits

• Shape critical customer moments at scale, empowering customers and teams while driving outcomes.
• As a senior leader, directly inform hirify.global’s Customer Success and Product strategies with visible impact on retention and growth.
• Join a collaborative, mission-driven environment where leadership is trusted and perspectives are valued.
• Lead a world-class team and build a culture of excellence, innovation, and customer advocacy.
• Mentor and grow leaders, embedding a customer-first mindset across the organization.
• Benefit from strong visibility, stretch opportunities, and recognition for your impact.
• Receive a comprehensive range of health, welfare, and wellbeing benefits.
• Work for an equal opportunity employer committed to pay transparency and fairness.