Support Account Manager (Fintech)

TL;DR

Support Account Manager (Fintech): Acting as the primary liaison for Premium and Platinum customers, ensuring a seamless support experience, proactive engagement, and high satisfaction. Focus on managing SLAs, coordinating with technical teams for issue resolution, and identifying opportunities for product adoption.

Location: Must be based in Mexico

Company

hirify.global is a global fintech leader providing cloud-based treasury, payments, and risk management solutions to over 3,000 customers worldwide.

What you will do

• Act as the primary support liaison for assigned Premium/Platinum accounts, ensuring professional and customer-centric service.
• Own the end-to-end customer support experience, including SLA monitoring and case workflow management.
• Partner with Account Managers and technical teams to ensure effective issue resolution.
• Anticipate risks and proactively address recurring customer issues.
• Represent customer needs internally by relaying feedback to product and leadership teams.
• Deliver executive dashboards, case summaries, and health reports to internal and external stakeholders.

Requirements

• Experience in customer success, account management, or support roles within SaaS or technology environments.
• Strong organizational skills with the ability to manage multiple priorities.
• Expertise in SLA management, escalation handling, and data analysis.
• Must be based in Mexico to fulfill role requirements.
• Bachelor’s or Graduate degree in Business, Finance, Computer Science, or equivalent experience.

Culture & Benefits

• Comprehensive compensation and benefits package.
• Support for professional and personal development.
• Collaborative team environment focused on innovation and integrity.
• Equal opportunity employer committed to inclusivity.