Senior Associate, Service Knowledge Systems Lead (Fintech)

TL;DR

Senior Associate, Service Knowledge Systems Lead (Fintech): Own the feedback loop between service channels and knowledge ecosystem to align external help center, agent knowledge, and AI training content with high-volume tickets. Focus on building infrastructure for monitoring trends, optimizing content for efficiency, and achieving KPIs like first touch resolution, AI containment rate, and agent handle time.

Location: Hybrid in-office operation based in New York City, Austin, King of Prussia, or Phoenix offices

Salary: $70K - $85K base (NY and similar metro areas)

Company

New York City-based fintech platform powering retirement, education, and healthcare savings for businesses and individuals across all 50 US states.

What you will do

• Build infrastructure to monitor service trends and optimize AI training content, agent knowledge, and customer-facing support.
• Ensure accurate knowledge surfacing in agent workspaces and automations for fast issue resolution.
• Own creation, maintenance, and governance of operational documentation and workflow guides.
• Collaborate with marketing to align internal knowledge with external content.
• Identify improvements to boost agent productivity and KPIs like first touch resolution, AI containment, handle time, and tickets per agent.
• Review AI conversations and operational signals to gap-fill knowledge corpus and analyze ecosystem effectiveness.

Requirements

• Ability to drive operational improvements independently from identification to implementation.
• Design and run experiments to improve AI resolution, agent workflows, and knowledge effectiveness.
• Exceptional attention to detail and operational accuracy.
• Excellent written and verbal communication in cross-functional settings.
• 2+ years in operations, process improvement, or project coordination.
• Experience with help centers or knowledge bases (e.g., Zendesk, Salesforce, Confluence).
• Comfort with ticket/channel data analysis for decisions.
• Familiarity with customer support metrics (CSAT, ASA, handle time).

Nice to have

• Experience in fintech or regulated environments.
• Familiarity with Jira, Asana, AWS Connect, or similar tools.
• Experience writing customer-facing help content.
• Work in or alongside service centers.
• Hands-on with AI support tools like chatbots.

Culture & Benefits

• Hybrid office policy with locations in Midtown Manhattan, Austin, King of Prussia, and Phoenix.
• Competitive health coverage and generous vacation.
• Employee Wellbeing Committee.
• 401(k) plan.
• Company Bonus Pool and new hire equity eligibility.

Hiring process

• 1-2 initial conversations about hirify.global, experience, and interests.
• Skill/experience screen (e.g., deeper experience call).
• Virtual or in-person interview panel if screens pass.
• References check before offer.