Lead Customer Support Operations (Fintech)

TL;DR

Lead Customer Support Operations (Fintech): Build, manage, and scale a high-performing customer support function at the heart of hirify.global’s mission, ensuring rapid, high-quality support. Accent on continuously improving systems, feedback loops, and operational excellence. Focus on leading a team of 10 agents, shaping a world-class support experience as the company scales, and driving improvements from user pain points.

Location: Full-time, on-site role based in London.

Company

hirify.global is a fintech company headquartered in London, focused on protecting and growing the wealth of financially excluded individuals globally.

What you will do

• Lead and manage a team of 10 Customer Support agents, ensuring performance, quality, and accountability.
• Design and oversee CS planning, coordination, and scheduling to ensure consistent coverage and service levels.
• Build strong feedback loops between Customer Support, Product, Engineering, and Operations.
• Develop scalable systems and automations to optimize recurring workflows and reduce manual effort.
• Analyze support data to identify trends, root causes, and highest-impact opportunities for improvement.
• Maintain and enhance knowledge bases, documentation, and internal frameworks.

Requirements

• Experienced in leading customer support teams within a high-growth startup or fintech environment.
• Strong track record of building scalable support processes and operational frameworks.
• Data-driven and tech-savvy, with the ability to use insights to drive meaningful improvements.
• Experienced in automation and workflow optimization, reducing manual friction through smart systems.
• Proactive, decisive, and able to operate effectively in a fast-paced, high-ambiguity environment.
• Strong communicator who can collaborate cross-functionally.

Nice to have

• Coding knowledge or technical fluency is highly desirable.

Culture & Benefits

• hirify.global Share Options (subject to eligibility and plan rules).
• 25 days Annual leave (+ UK Public Holidays).
• Visa Sponsorship available.
• Private Medical Insurance and £500 GBP Health & Wellness Budget.
• Free monthly Gym membership (via hussle), Season Ticket Loan Scheme, and Cycle to Work Scheme.
• Individual Learning & Development Budget.
• Values: Service (“Mission First”), Urgency (“Stay focused. Move fast”), Ownership (“Act as an Owner”), and Standards (“Pursue Excellence”).