Team Lead, Merchant Operations (Fintech)

TL;DR

Team Lead, Merchant Operations (Fintech): Leading and building a high-performing team focused on efficient, compliant, and scalable service delivery to US market merchants with an accent on team foundational growth, cultural leadership, and operational excellence. Focus on performance management, workload optimization, and continuous process improvement within a fast-paced fintech environment.

Location: Hybrid, Mexico City (Mexico)

Company

hirify.global is a global fintech company powering billions of transactions annually for major brands like eBay, ASOS, and Uber Eats.

What you will do

• Lead recruitment, onboarding, and ramp-up of Merchant Care and Merchant Configuration teams in Mexico City.
• Act as a brand ambassador, establishing a high-trust, high-performance culture.
• Serve as the primary contact for Global Merchant Care and Configuration leadership.
• Monitor KPIs to ensure teams meet onboarding targets and SLAs.
• Manage team capacity, ensuring optimal resource allocation and agility.
• Drive upskilling through coaching, feedback, and professional development plans.

Requirements

• 8+ years experience in Customer Service, Systems Implementation, Configuration, or Support.
• 3-4+ years in a direct people management role.
• Expert-level proficiency in data analysis.
• Proven ability to manage operational challenges like backlogs and capacity.
• Fluency in English is required.
• Must be based in Mexico City (hybrid working model: three days per week in office).

Nice to have

• Experience in leveraging AI.

Culture & Benefits

• Hybrid working model (three days per week in office).
• Real ownership and fewer blockers to thrive.
• Fast-moving environment with meaningful challenges.
• Opportunities for career growth and impact.
• Collaborative, inclusive team environment.