Senior Director - Customer Support & Operations (Fintech)

TL;DR

Senior Director - Customer Support & Operations (Fintech): Leading all aspects of Customer Operations for consumers and enterprise merchants in Europe with an accent on establishing strategic priorities and hands-on execution. Focus on operationalizing Voice of the Customer, scaling digital self-service, and overseeing live, assisted omni-channel support via globally distributed teams.

Location: Hybrid, based in Stockholm, Sweden

hirify.global is a global leader in Open Banking Payments, building a smarter, faster, and more secure financial future by revolutionizing the world of payments.

What you will do

• Lead all aspects of Customer Operations, supporting consumers and enterprise merchants across Europe.
• Operationalize and democratize the Voice of the Customer (VOC) leveraging data analytics and journey maps.
• Scale the digital ecosystem to enable customers and merchants to self-serve effectively, including online help centers, portals, AI Chatbots, and knowledge content.
• Lead live, assisted omni-channel support via globally distributed teams, including oversight of Tier 2 operations.
• Drive the design, development, and deployment of innovative, customer-centric solutions.
• Manage an operating budget and actively participate in company-level strategic and financial reviews.

Requirements

• 10+ years of broad leadership experience in consumer-facing software, with Fintech or Payments experience considered a strong asset.
• Proven experience in the direct leadership and management of contact center operations, including managing managers.
• Expertise in driving digital transformation within a support environment, specifically regarding self-service capabilities, AI adoption, and automation tools.
• Demonstrated ability to build strong, diverse teams and foster a culture of collaboration, performance, and excellence.
• Strong operational discipline, with a history of establishing operating rhythms that effectively monitor, measure, and manage KPIs and OKRs.
• Must submit CV in English.

Culture & Benefits

• 20 to 30 days of holiday to support a healthy work-life balance.
• Monthly team outing allowance for social events with colleagues.
• Parental leave top-up for additional support for new parents.
• Daily breakfast and on-site perks to make your workday smoother.
• Well-being support covering gym memberships, massages, and much more.
• Dynamic environment where you can take ownership, drive change, and continuously embrace new challenges.