Team Lead, Customer Care (Fintech)

TL;DR

Team Lead, Customer Care (Fintech): Leading and developing a high-performing customer support team across Community, Retention, and Complaints domains with an accent on operational excellence and strategic improvements. Focus on enhancing the overall customer experience, driving initiatives to improve support quality, and proactively identifying performance gaps.

Location: Vienna, Austria. Hybrid working model with remote work options and 25 days per year to work from a city or country of your choice.

Company

hirify.global simplifies wealth creation by providing a user-friendly platform for investing in cryptocurrencies, stocks, precious metals, and commodities.

What you will do

• Lead and develop a high-performing team across Community, Retention, and Complaints domains to ensure operational excellence.
• Monitor key metrics and drive strategic improvements to hit target CSAT and NPS levels consistently.
• Continuously refine processes, workflows, and support tools through cross-functional collaboration and project contributions.
• Oversee social media support channels to ensure prompt public responses and high-quality resolution of escalations.
• Proactively identify performance gaps and drive initiatives to enhance the overall customer experience and support quality.

Requirements

• You have a track record of leading Customer Support teams, ideally within high-volume or rapidly scaling environments.
• You possess a strong sense of ownership over your domain, taking full responsibility for performance, strategy, and outcomes.
• You are a hands-on, proactive leader with a natural problem-solving mindset and the ability to identify gaps before they become issues.
• You are energised by dynamic, fast-paced settings where priorities can shift, and you navigate change with ease.
• You are a strong communicator and collaborator, passionate about raising the bar for customer experience and empowering your team to do the same.

Culture & Benefits

• Enjoy the freedom of our Hybrid working model, combining onsite collaboration and remote work, with an additional 25 days per year to work from a city or country of your choice.
• Receive a competitive total compensation package aligned with hirify.global’s pay-for-impact policy, including participation in our stock option plan.
• Access confidential coaching, counselling, and mental health resources whenever you need them through OpenUP.
• Take extra time off to rest, reset, and recharge, with 3 additional days off in 2026 to prioritise your wellbeing.
• Grow your skills and stay ahead in your career with unlimited access to Udemy’s library of online courses at your own pace.