Director of Member Support (Fintech)

TL;DR

Director of Member Support (Fintech): Leading the strategic support operations for hirify.global Pay with an accent on regulatory compliance, scalable team development, and operational excellence in high-stakes financial environments. Focus on bridging global Community Support capabilities with payments business requirements, managing complex escalations, and ensuring seamless service for users across 20+ markets.

Location: Hybrid role with offices in Vilnius and Kaunas, Lithuania; requires presence in Europe.

Salary: €4,385 – €5,892 gross per month.

Company

hirify.global is Europe's leading online marketplace for second-hand fashion, connecting millions of members and operating across 20+ markets with a focus on sustainable commerce and secure financial services through hirify.global Pay.

What you will do

• Act as the primary bridge between hirify.global Pay leadership and the central Community Support organization.
• Define and execute the support strategy, aligning operational KPIs with business unit financial goals.
• Design the organizational structure and lead the talent roadmap, including hiring, training, and performance frameworks.
• Co-own the Escalations Team to handle sensitive, high-priority payment disputes and financial inquiries.
• Ensure all support processes remain compliant with financial regulations such as PSD2, AML, and KYC.
• Lead executive-level reporting and audit preparations for leadership and internal/external stakeholders.

Requirements

• 8+ years of experience in Customer Operations with a minimum of 3 years specifically in Fintech, Payments, or highly regulated environments.
• Proven track record in scaling high-growth teams while maintaining operational performance.
• Ability to translate complex financial and legal constraints into efficient, actionable support workflows.
• Strong strategic and commercial mindset with deep analytical skills regarding CSAT and SLA drivers.
• Fluency in communicating with Product, Legal, and Support stakeholders.
• Experience in leading system transformation projects and managing complex auditing processes.

Culture & Benefits

• Share options programme participation.
• 25 working days of annual leave.
• Hybrid workplace model with flexible office attendance.
• Home office support including IT equipment and a €540 furniture budget.
• Private health insurance and digital mental health support.
• Generous workation policy allowing up to 90 days per year outside the home country, with 21 days allowed outside the EU.