Manager, Customer Support (Fintech)

TL;DR

Manager, Customer Support (Fintech): Leading and developing a customer support team for digital banking and lending solutions with an accent on operational excellence and team growth. Focus on managing high-impact client escalations, optimizing support workflows, and partnering with Product and Engineering to drive platform improvements.

Location: Hybrid (Austin, TX). Applicants must be authorized to work for any employer in the U.S. (no sponsorship provided).

Company

hirify.global is a leading provider of digital banking and lending solutions for banks, credit unions, and fintechs internationally.

What you will do

• Lead and develop a team of Customer Support Representatives through coaching and performance feedback.
• Establish team goals, KPIs, and service-level expectations to ensure superior customer experience.
• Act as the primary point of contact for high-impact client escalations, ensuring rapid resolution.
• Partner with Product, Engineering, and Customer Success teams to share feedback and drive product improvements.
• Define and optimize support processes and workflows to improve efficiency and scalability.
• Analyze support metrics to inform leadership decisions and reduce case volume.

Requirements

• Bachelor's degree in Business, Communications, or a related field.
• 6+ years of related experience, including 2-4 years of managing and developing employees.
• Proven leadership experience managing customer support teams in SaaS, technology, or financial services.
• Must be authorized to work for any employer in the U.S.
• Fluent written and oral communication in English.
• Experience with CRM/ticketing systems and escalation management.

Culture & Benefits

• Hybrid work opportunities.
• Flexible time off.
• Career development and mentoring programs.
• Comprehensive health and wellness benefits, including generous paid parental leave.
• Community volunteering and philanthropy through the Spark Program.
• Employee peer recognition programs.