Customer Support Lead (Fintech)

TL;DR

Customer Support Lead (Fintech): Leading and scaling a high-performing support team that resolves complex technical and accounting-related inquiries, ensuring seamless user interactions with the platform. Focus on establishing support best practices, driving product improvements through cross-functional collaboration, and improving customer satisfaction.

Location: On-site in San Francisco

Company

hirify.global is a company championing users, ensuring seamless and successful platform interactions.

What you will do

• Lead, mentor, and develop a team of customer support specialists.
• Establish and refine support best practices, playbooks, and documentation.
• Oversee the daily support queue, ensuring timely and accurate resolutions for high-value and complex accounts.
• Act as the final escalation point for technical or accounting-related issues.
• Develop self-service resources to empower users and reduce support volume.
• Partner with Product and Engineering teams to advocate for customer needs and prioritize feature requests.

Requirements

• 5+ years of experience in accounting, audit, finance, or customer-facing roles, with 2-3 years in a leadership capacity.
• Strong preference for candidates who have lead customer support teams and built up offshore support teams
• Bonus: At least 1 year of ERP experience (QuickBooks, Xero, Sage Intacct, NetSuite).
• Strong technical aptitude with the ability to quickly learn new software platforms.
• Bachelor’s degree or equivalent experience in a relevant field.
• Strong communication, interpersonal, and stakeholder management skills.

Culture & Benefits

• Proactive, adaptable, and able to thrive in a fast-paced environment.
• Excellent attention to detail with the ability to manage competing deadlines.
• Skilled problem-solver who can translate customer needs into actionable solutions.
• Growth mindset with a passion for continuous improvement.