Manager of Customer Operations, Money (Fintech)

TL;DR

Manager of Customer Operations, Money (Fintech): Leading the customer account operations team to ensure timely resolution of requests and high satisfaction scores with an accent on operational efficiency and cross-functional collaboration. Focus on optimizing customer experience metrics (ASAT), resolving complex escalations, and partnering with Product and Engineering to improve banking and spending products.

Location: Hybrid (Must be based in Chicago, IL; Denver, CO; or Westlake, TX with in-person attendance expected at least 4 days per week)

Salary: $85,850 – $130,000 USD (Depending on location zone)

Company

hirify.global is a financial services platform on a mission to democratize finance for all by building the next generation of banking and spending products.

What you will do

• Lead day-to-day execution of the customer account operations team to ensure accurate and timely resolution of requests.
• Own customer experience metrics (e.g., ASAT), analyzing trends to implement satisfaction-improving changes.
• Manage end-to-end escalations by coordinating with Customer Experience, Product, Engineering, and Compliance teams.
• Partner with internal stakeholders to represent customer needs and drive product and process improvements.
• Maintain and improve standard operating procedures and internal tools to increase efficiency and reduce handling time.

Requirements

• 3+ years of experience managing customer support or operations teams in a fast-paced, high-growth environment.
• Strong command of support metrics (ASAT) and experience using data to improve service quality.
• Proven ability to operate at both strategic and tactical levels of team and CX strategy.
• Demonstrated ability to resolve complex customer issues in partnership with Product and Engineering.
• People-focused leadership approach with a track record of coaching and developing team members.
• Must be based in Chicago, IL; Denver, CO; or Westlake, TX.

Culture & Benefits

• Performance-driven compensation including bonus programs and equity ownership.
• Comprehensive benefits including 100% paid health insurance for employees and 401(k) matching.
• Flexible Lifestyle wallet for wellness, learning, and personal growth.
• Employer-paid life, disability, fertility, and mental health benefits.
• Generous time off including company holidays, paid time off, sick time, and parental leave.
• High-end office experience featuring catered meals and events.