Client Engagement Supervisor (Fintech)

TL;DR

Client Engagement Supervisor (Fintech): Leading a contact center team to provide exceptional homeowner support with an accent on issue resolution, debt collections, and operational efficiency. Focus on coaching team members, optimizing contact center tools, and synthesizing client feedback to drive product improvements.

Location: On-site in Phoenix

Company

hirify.global is a technology-first mortgage servicing and consumer direct lending company utilizing an AI-native operating system to empower homeowners.

What you will do

• Lead and develop a front-line client support team through consistent coaching, mentoring, and performance guidance.
• Resolve complex client issues and manage escalations in real-time, ensuring empathetic and accurate support for homeowners.
• Identify and implement operational efficiencies and process improvements across all customer support activities.
• Test and optimize contact center tools and platforms to increase team productivity and improve the overall client experience.
• Collaborate cross-functionally to synthesize client feedback and partner with leadership to inform product and service enhancements.

Requirements

• Must be based in Phoenix for on-site work.
• 3–5 years of experience in consumer-facing operations, preferably within customer support or contact centers.
• 2–3 years of experience managing or assisting in managing a team of 5 or more people.
• Proficiency with Google Workspace and familiarity with CRM platforms such as Zendesk or Salesforce.
• Experience with workforce management (WFM) tools for scheduling and forecasting.
• High school diploma or GED equivalent required; Bachelor’s degree preferred.

Culture & Benefits

• Competitive salary and 401(k) plan.
• Comprehensive medical, dental, and vision insurance.
• Generous time off including 17 days PTO, sick days, and 11 company holidays.
• 12 weeks of fully paid parental leave for both birthing and non-birthing parents.
• Commuter benefits for public transportation, rideshare, and parking.
• In-office snacks, drinks, and Bagel Fridays.