Head Of Support (Fintech)

TL;DR

Head Of Support (Fintech): Developing and scaling global support strategy for a critical fintech API platform with an accent on unifying customer and consumer support motions. Focus on driving operational excellence, managing complex escalations, and influencing product quality through data-driven insights.

Location: Must be based in the United States

Salary: $124,800–$223,200 a year

Company

hirify.global powers the digital finance ecosystem by enabling millions of consumers to connect their financial accounts to thousands of applications and services.

What you will do

• Define and execute global support strategy across all channels, products, and customer segments.
• Lead and scale a distributed organization, fostering high performance and quality standards.
• Manage critical incidents and executive escalations in collaboration with Engineering, Product, and Risk teams.
• Optimize support operations, tooling, and knowledge management to improve efficiency and customer experience.
• Direct the Customer Success Package business, aligning revenue goals with service quality.
• Report performance metrics and support health to executive leadership to influence product roadmaps.

Requirements

• 10+ years of experience in technical or customer support roles.
• 5+ years of experience leading managers in a scaling B2B SaaS or API-centric company.
• 3+ years of experience managing global support operations with demonstrated improvements in SLA and CSAT.
• Deep understanding of fintech or payment ecosystems and large-scale platform operations.
• Strong operational rigor in capacity planning, metrics design, and tooling strategy.
• Proven ability to partner cross-functionally with GTM, Product, and Engineering teams.

Nice to have

• Experience leveraging AI to drive content, deflection, and quality frameworks.

Culture & Benefits

• Inclusive environment prioritizing diversity and equitable financial access.
• Commitment to professional growth and supporting individual lived experiences.
• Comprehensive health and wellness benefits typical of a high-growth fintech company.
• Supportive atmosphere with a focus on long-term career development.