Customer Support Group Lead (Fintech)

TL;DR

Customer Support Group Lead (Fintech): Managing a team of up to 20 agents and monitoring service metrics to achieve departmental KPIs and goals with an accent on real-time monitoring, deep-dive analysis, and implementation of fixes. Focus on coaching, running stand-ups, and handling escalations to ensure policy, data privacy, and compliance standards are met.

Location: Onsite in Mexico City, Mexico.

Company

hirify.global is a global tech company on a mission to challenge injustice, offering services from ride-hailing to financial services.

What you will do

• Manage a team of up to 20 agents, handling attendance, adherence, and shift changes.
• Run daily stand-ups, monitor KPIs (SLA, CSAT, AHT, QA), and trigger corrective actions.
• Analyze recurring defects and propose improvements to flows, scripts, and self-help sections.
• Pilot improvements, measure impact, and scale successful changes.
• Communicate changes clearly to the team and verify understanding.
• Support hiring, onboarding, and developing team members, highlighting performance risks early.

Requirements

• 3–4 years in Customer Support/Contact Center or Ops, with 1–2 years in a coordinator/senior/acting-supervisor capacity.
• Background in BPO, ride-hailing/delivery, e-commerce/marketplace, fintech, or logistics preferred.
• Experience managing 20 agents per shift with direct KPI accountability (SLA, CSAT, AHT, QA, Efficiency).
• Proven record of coaching, running stand-ups, real-time monitoring and handling escalations.
• Bachelor’s degree in Management, Communications, Operations or related field preferred (or equivalent experience).
• Conversational advance level of english B2-C1

Nice to have

• Certifications: COPC, Lean Six Sigma (Yellow/Green Belt) is a plus.
• Familiarity with QA frameworks, WFM basics (coverage, shrinkage, interval staffing) and root-cause analysis.
• Tools: ticketing and CRM platforms, QA/WFM suites, and Google Sheets/Excel. Basic SQL or data extraction is a plus.

Culture & Benefits

• Competitive salary range.
• Opportunity for advancement and upward mobility within the organization.