Customer Experience Manager (Fintech)

TL;DR

Customer Experience Manager (Fintech): Ensuring customer priorities are clearly understood, prioritized, and effectively delivered across Customer Success, Product, and Engineering with an accent on acting as the operational bridge between customer-facing teams and delivery teams. Focus on leading complex customer escalations and proactively identifying critical risks.

Location: Hybrid work model - 3 days/week in our vibrant Tel Aviv HQ (Tue–Thu), rest remote

Company

hirify.global is revolutionizing financial operations with AI, far ahead of competitors.

What you will do

• Act as the execution bridge between Customer Success, Product, and Engineering to ensure customer priorities are clearly defined, aligned, owned, and delivered.
• Serve as a domain and content expert for P2P and ERP systems, supporting ERP implementations and post-go-live operations by reviewing incident tickets and providing Level 1–2 support.
• Turn customer feedback, incidents, and risk signals into clear actions, decisions, and measurable results.
• Own cross-functional execution for customer-impacting work, including alignment on priority, ownership, timelines, and outcomes.
• Lead and manage complex customer escalations, including high-pressure and crisis situations.
• Proactively identify critical risks early using data and customer signals.

Requirements

• 4+ years of experience in Customer Experience, Customer Success, Product Operations, UAT support, or Technical Program Management.
• Proven experience (+3 years ) managing complex customer escalations across multiple teams.
• 3+ years Experience working with SaaS products in Fintech, or highly integrated environments.
• 3+ years actual experience working with ERP.
• Demonstrated ability to operate effectively in high-stakes, fast-moving situations and to influence without authority.
• Analytical mindset with a passion for using data and customer feedback to drive decisions.

Nice to have

• Familiarity with AI technologies, machine learning & LLM concepts, and practical experience applying AI into daily operations
• Experience with key systems such as: JIRA, Qlik, HubSpot
• Bachelor’s degree in Business, Engineering, or a related field.

Culture & Benefits

• Access to cutting-edge AI tools, including ChatGPT Enterprise, to enhance productivity, support innovation, and streamline daily workflows.
• Opportunities and development for career and personal growth
• Strong and experienced leadership that supports your growth and success
• A collaborative, diverse, and fun product culture that embraces experimentation.