CX Operations Lead (Fintech)

TL;DR

CX Operations Lead (Fintech): Providing senior, hands-on operational leadership for the Client Experience team, with an accent on structuring day-to-day delivery, maintaining quality standards, and driving consistent use of CX tools. Focus on improving operational discipline, reducing backlog, and collaborating with product and technology teams for continuous improvement and permanent fixes.

Location: Fully Remote. Team is based primarily in Tbilisi, Georgia.

Company

hirify.global is a fast-growing UK investment platform offering award-winning investment solutions using exchange-traded funds (ETFs).

What you will do

• Own day-to-day CX delivery, managing queues, handovers, and weekend coverage across shifts.
• Maintain tight control of backlogs, SLAs, and quality standards, proactively addressing performance slips.
• Line-manage CX Analysts and Senior Analysts, setting clear expectations and coaching for independent problem-solving.
• Drive consistent and effective use of CX tools, workflows, macros, and reporting, challenging manual work.
• Turn repeat issues into permanent fixes in partnership with Operations, Product, and Technology teams.
• Deliver regular, incremental improvements to CX function operations, leveraging evidence-based analysis.

Requirements

• Experience leading operational or customer-facing teams in a fast-paced, structured environment.
• Strong operational judgment and comfort in making decisions close to the work.
• A practical, systems-oriented mindset, focused on leverage rather than just effort.
• Confidence in setting standards and holding people accountable.
• Curiosity about tools, workflows, and process design.
• Clear, calm communicator.

Nice to have

• Experience in regulated, financial services, or high-volume support environments is a strong advantage.

Culture & Benefits

• Opportunity to make an impact from day one on business stability, efficiency, and growth.
• Room to grow responsibilities and influence as the company scales.
• Transparent and open culture with clear communication and cross-business collaboration.
• Work alongside a supportive, high-calibre team of talented professionals.
• Remote-first and flexible work environment with ownership over schedule and location.
• B2B contract.

Hiring process

• Introductory call with Talent team.
• Gamified cognitive assessment.
• Two competency interviews (CX and team management).
• Senior leadership interviews (culture, values, strategic direction alignment).