Client Experience Team Lead (Fintech)

TL;DR

Client Experience Team Lead (Fintech): Shaping and building the client service model for strategic partnerships and integrations with an accent on operational relationship management and understanding partner API integrations. Focus on leading cross-functional teams, driving strategic initiatives, and ensuring regulatory integrity.

Location: Remote (United States)

Company

hirify.global is a crypto platform that enables institutions to participate in digital assets through custody, staking, trading, governance, settlement, and the industry's leading security infrastructure.

What you will do

• Manage a team providing client servicing and inquiry management support for integration partners.
• Advocate internally for product enhancements and services that serve a diverse user base.
• Develop specialized processes and procedures to ensure the support model develops alongside the business strategy of partners.
• Act as the lead point of contact for partners, resolving high-priority escalations and managing cross-organizational dependencies.
• Support the design and execution of governance and quality controls to monitor the quality of external processes performed by partners.
• Streamline the integration and communication of new product releases, acting as the primary driver to alleviate roadblocks between integration partners and internal teams.

Requirements

• Familiarity with API architecture and ability to partner with technical teams to diagnose technical issues.
• Excellent understanding of blockchains and their nuances, specifically how they impact both retail and institutional use cases.
• Experience applying policies and procedures to resolve multifaceted issues arising from integrations and working within regulatory frameworks.
• Understanding of the requirements, behaviors, and needs of institutional & retail clients engaging with liquidity providers, exchanges, agency desks, custodians, and prime brokers in both traditional finance and DeFi.

Culture & Benefits

• Welcoming and inclusive workplace.
• Intentional about making sure people feel respected, supported, and connected at work.
• Value and celebrate differences.

Hiring process

• The company may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.
• Final hiring decisions are ultimately made by humans.