Manager, Customer Support (Fintech)

TL;DR

Manager, Customer Support (Fintech): Leading a team of support specialists handling telephone and ticket-based support for affiliates and merchants with an accent on performance coaching, escalation management, and operational efficiency. Focus on monitoring metrics like SLA adherence and CSAT, collaborating with Product, Engineering, and Sales teams, and fostering a high-performing team culture.

Location: Fully on-site in Cape Town, South Africa, working US Central Time hours (8:00 AM–5:00 PM CT). Flexibility for occasional early or late meetings required.

Salary: R550,000 - R700,000 annually, dependent on experience.

Company

hirify.global is a payments platform enabling partners with flexible payment solutions for SMBs, entrepreneurs, and fintech startups across commerce.

What you will do

• Lead and manage a team of Support Specialists and a Team Lead, ensuring high performance and accountability
• Coach and mentor team members on performance, technical knowledge, and customer interactions
• Act as escalation point for complex, high-priority customer issues and oversee daily operations to meet SLAs
• Monitor team metrics like CSAT and resolution times, conduct 1:1s and performance reviews
• Collaborate with Product, Engineering, Account Management, and Sales for issue resolution
• Drive customer-centric culture, team engagement, and support recruitment/onboarding

Requirements

• On-site in Cape Town, South Africa, US Central Time (8 AM–5 PM CT)
• Experience in payments or FinTech industry
• Proven people management in Customer Support
• Strong leadership, coaching, and communication skills
• Experience with ticketing systems, performance metrics, and high-volume support
• Problem-solving skills and ability to handle escalations

Culture & Benefits

• Annual bonus scheme based on performance
• 15 days holiday + 12 public holidays, increasing with tenure
• 45-hour work week with family-friendly policies
• Training budget, medical aid, gap cover, and wellbeing support including yoga
• Employee referral and Bonusly rewards, fun events like volunteering and parties