Senior Manager, CX Operations (Fintech)

TL;DR

Senior Manager, CX Operations (Fintech): Designing and scaling the operational backbone of a CX organization with an accent on systems, workflows, and data that directly impact CX performance. Focus on owning the CX tech stack (Zendesk, Salesforce), driving operational strategy, and implementing AI-enabled support flows to improve efficiency and resolution quality.

Location: Hybrid: Vancouver, Canada (3 days a week in office)

Company

hirify.global is a digital banking platform providing financial tools and insights to self-made business owners.

What you will do

• Own and evolve the CX tech stack (Zendesk, Salesforce), including workflow design, system configuration, integrations, and data integrity.
• Build and drive a CX Operations roadmap that translates strategy into measurable impact.
• Design, implement, and QA workflows that improve efficiency and customer outcomes, including AI-enabled support flows and process automation.
• Partner closely with Business Operations, Data, and Systems teams to ensure CX data is accurate, connected, and actionable.
• Establish clear operational foundations, documentation, and best practices for CX scalability.
• Build reporting and insights to help leadership understand the impact of operational changes, track performance, and make data-driven decisions.

Requirements

• 5+ years of experience in CX Operations / Customer Support Operations.
• Hands-on expertise in Zendesk tooling, workflow design, and data insights.
• Ability to think in systems and processes, turning high-level strategy into practical, scalable execution.
• Strong communication skills, demonstrating executive presence when working with senior leadership.
• Ability to thrive in ambiguity, building scalable operational foundations from the ground up.

Nice to have

• Prior experience in B2B SaaS, fintech or a neobank.
• Proficient in SQL.

Culture & Benefits

• Competitive salary and meaningful equity.
• Comprehensive health benefits including medical, dental, and vision coverage, plus flexible spending accounts.
• Flexible vacation (15 days) and 5 flex days, plus an extra week of office closure during end-of-year holidays.
• 12 weeks of 100% paid parental leave for all full-time employees, regardless of location.
• Hybrid work environment in the Vancouver office (WeWork) three days a week, with lunch, snacks, and beverages provided.
• Dog-friendly office space.
• Opportunities for personal and professional growth through ongoing feedback, mentorship, and coaching.
• Top-tier equipment, including Mac devices, multiple screens, and ergonomic seating.
• Regular social connections including annual company-wide get-togethers, quarterly team events, and happy hours.

Hiring process

• Stage 1: 30-minute Google Meet video call with a member of the Talent team.
• Stage 2: 60-minute Google Meet video call with the VP, Operations.
• Stage 3: 45-minute whiteboard session with the team via Google Meet video call.
• Stage 4: 60-minute Google Meet video call with a member of the Leadership team.
• Stage 5: Take-home case study followed by a 60-minute Google Meet video call with the team.