Manager, Customer Care

TL;DR

Manager, Customer Care (Fintech): Leading the Americas-based regional customer support organization to ensure exceptional service experiences that align with the company's mission and global vision. Focus on scaling support operations, driving performance metrics through analytical insights, and empowering a team of leaders and individual contributors within a high-growth environment.

Location: Must be based in the United States (preference for Chicago or the East Coast)

Salary: $103,500 - $155,500

Company

hirify.global is a world-leading fundraising platform uniting individuals and nonprofits to support causes, having facilitated over $40 billion in donations since 2010.

What you will do

• Manage and empower regional Customer Care leaders and individual contributors to foster a culture of trust and accountability.
• Lead day-to-day regional operations and act as a senior point of contact for escalations and cross-functional partnerships.
• Co-own performance metric outcomes in collaboration with the EU-based leadership team.
• Drive global Care strategy by identifying scaling opportunities and implementing process improvements.
• Utilize data-driven insights from platforms like Looker to inform strategic decision-making and team performance assessments.
• Represent the voice of the customer in internal company-wide initiatives and partnerships.

Requirements

• 6+ years of experience in customer support or operations with 3+ years in people management.
• Must be based in the United States, with a strong preference for Chicago or the East Coast.
• Proven background in scaling customer operations, including BPO management and support channel expansion.
• Demonstrated experience in managing crisis and escalated customer scenarios in high-pressure environments.
• Proficiency with support technology stacks like Zendesk, AI-automation tools, and data analytics platforms.
• Background in fintech, payments, or regulated tech industries is strongly preferred.

Nice to have

• Prior experience managing other leaders within a customer-facing organization.
• Track record of successfully transforming support models or standing up new operations.

Culture & Benefits

• Comprehensive healthcare benefits including medical, dental, vision, and life insurance.
• Financial security through a 401(k) saving program with company matching.
• Support for work-life balance including generous parental leave and flexible time-off policies.
• Commitment to diversity, equity, and inclusion through employee resource groups and ongoing initiatives.
• Opportunities for professional development through learning and recognition programs.