Director, Client Services (FinTech)

TL;DR

Director, Client Services (FinTech): Leading the growth and operational excellence of a Client Services organization for a retail trading platform, evolving it towards a global, 24/7 support model. Focus on defining strategy, scaling high-performing teams, and leveraging data to enhance client experience and operational efficiency.

Location: Based in Chicago, IL. This role is not open to remote candidates. For Chicago-based employees, a hybrid work schedule is followed: In-office Tuesday through Thursday, with remote work on Mondays and Fridays. Additionally, 20 flex remote days and 5 Company Wide Office-Optional weeks are offered annually.

Salary: $110,000.00 – $150,000.00 USD

Company

hirify.global is an industry-leading trading platform and futures broker empowering traders with cutting-edge products and services to navigate financial markets.

What you will do

• Define and execute the vision, strategy, and operating model for the Client Services organization, including evolution to a 24/7 global support model.
• Lead and scale a high-performing team capable of supporting clients across multiple time zones and communication channels.
• Deliver on established KPIs and service level targets for responsiveness, resolution quality, and client satisfaction.
• Create and maintain reporting frameworks and dashboards to track performance and support data-driven decision-making.
• Oversee onboarding, training, and ongoing development programs for managers and representatives.
• Collaborate cross-functionally with Product, Brokerage Operations, Compliance, Marketing, Growth, Technology, and AI teams to improve client experience and operational efficiency.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 8 to 10+ years of experience in Client Services, Customer Support, or Customer Success, including at least five years in people management roles within B2C environments.
• Proven experience scaling and operating complex service organizations, ideally with global, multi-channel, or 24/7 support models.
• Strong operational and analytical skills, with a track record of using data to guide decisions and drive outcomes.
• Solid business acumen and ability to connect Client Services initiatives to broader company goals.
• Excellent communication, leadership, and coaching skills.

Nice to have

• Experience in financial services, trading technology, or FinTech environments.
• Background in workforce management, quality assurance frameworks, or automation within support organizations.
• Prior leadership of multi-channel support teams (phone, chat, email).

Culture & Benefits

• Dynamic culture focused on social connection, professional development, and employee recognition initiatives.
• Hybrid work schedule with remote work on Mondays and Fridays, plus 20 additional flex remote days and 5 office-optional weeks annually.
• Generous PTO (23 days annually) and 7 paid holidays.
• 401k plan with 3.5% company match.
• Paid Parental Bonding Leave, Health, Vision, and Dental Coverage, Life and Disability Insurance (100% covered by hirify.global).