Director, Customer Support (Fintech, SaaS)

TL;DR

Director, Customer Support (Fintech, SaaS): Defining and driving operational excellence for hirify.global Support across the Americas, building a high-performing leadership team and strengthening customer relationships. Focus on achieving exceptional customer satisfaction, improving first-contact resolution, and evolving support into a proactive, value-creating partner across the customer lifecycle.

Location: The ideal candidate will be based in or commutable to NYC, or in or commutable to Mexico City

Salary: $154,900.00 - $195,925.00 annual salary

Company

hirify.global is a global fintech leader empowering CFOs and finance teams with cloud-based treasury, payments, and risk management solutions.

What you will do

• Build, lead, and scale a high-performing regional support organization.
• Own end-to-end support performance across the region, ensuring consistent excellence in case resolution and customer satisfaction.
• Define and evolve the support operating model, driving continuous improvement through data-driven insights.
• Own the end-to-end escalation and incident management framework for the region, ensuring timely SLA adherence and effective prioritization.
• Act as a partner to Product, Engineering, Customer Success, and other stakeholders to resolve systemic issues and influence roadmaps.

Requirements

• Bachelor's degree (MBA or advanced degree preferred) with 7+ years of leading regional or global multi-channel customer service teams in fast-growing SaaS organizations.
• Demonstrated success in building and executing impactful Support and Customer Experience improvement strategies.
• Proven track record of building high-performing leadership teams in SaaS, FinTech, or technology-driven organizations.
• Deep commitment to customer value and service quality, balanced with accountability for efficiency, scalability, and business outcomes.
• Exceptional communication and organizational skills, able to present performance, risks, and achievements to senior leaders.
• Strong ability to lead through influence and collaborate effectively across Product, Engineering, Technology, and Customer Success.
• Up to 15% international travel required.

Culture & Benefits

• Shape critical customer moments at scale and directly inform Customer Success and Product strategies.
• Join a collaborative, mission-driven environment where leadership is trusted and perspectives are valued.
• Lead a world-class team and build a culture of excellence, innovation, and customer advocacy.
• Mentor and grow leaders and embed a customer-first mindset across the organization.
• Benefit from strong visibility, stretch opportunities, and the chance to tackle complex challenges.
• Comprehensive range of health, welfare and wellbeing benefits.