Customer Care Lead (Fintech)

TL;DR

Customer Care Lead (Fintech): Building, leading, and scaling a specialized customer support operation focused on complex financial products and professional clients with an accent on establishing operational foundations, processes, and performance discipline. Focus on improving customer experience and operational efficiency.

Location: Mexico

Company

hirify.global (ex Different Technologies) is committed to creativity and groundbreaking solutions.

What you will do

• Own the day-to-day performance of the Customer Care operation, ensuring delivery across key support metrics.
• Directly manage the initial team of agents, handling escalations, monitoring performance, and maintaining operational discipline.
• Design operational processes including shift structures, escalation flows, and workload distribution to ensure efficient service delivery.
• Translate customer and agent feedback into structured insights for product teams, including tool improvements, bugs, and workflow enhancements.
• Work closely with Product, Analytics, and cross-functional teams to resolve systemic issues impacting customer experience.
• Analyze operational data and dashboards to identify trends, root causes, and opportunities to improve service delivery.

Requirements

• Experience managing customer support or operations teams with direct ownership of service metrics.
• Experience building or scaling support operations (hiring, process creation, operational structure design).
• Proven track record managing operational KPIs such as CSAT, FCR, AHT, SLA, and resolution quality.
• Experience supporting complex products or professional clients in financial services, fintech, or similar industries.
• Strong operational thinking, able to design shifts, manage capacity, and structure escalation flows.
• Strong problem-solving skills and ability to break down complex operational issues into actionable improvements.

Nice to have

• Experience in fintech, banking, or payments.
• Experience with CRM or customer support platforms.
• Experience working with QA frameworks (quality grids, calibrations, scoring systems).
• Experience scaling operations to large teams (100+ agents).
• Experience supporting professional or business clients is highly valued.

Culture & Benefits

• Innovative Spirit: A commitment to creativity and groundbreaking solutions.
• Honest Feedback: valuing open, transparent communication.
• Supportive Team: a strong, collaborative community.
• Celebrating Achievements: recognizing our wins together.
• High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances.