Premium Customer Experience Supervisor (Fintech)

TL;DR

Premium Customer Experience Supervisor (Fintech): Leading and managing a team of customer experience agents to drive performance and satisfaction with an accent on QA coaching, goal-setting, and conflict de-escalation. Focus on improving contact center metrics, managing strategic accounts, and fostering an inclusive team environment.

Location: Must be based in the United States (San Jose, CA or Draper, UT) or in a remote-eligible capacity. Applicants must have authorization to work in the US without requiring visa sponsorship now or in the future.

Salary: $58,300 – $82,200 USD (depending on location)

Company

hirify.global is a fintech company that replaces outdated financial processes with innovative automation tools to help businesses gain control of their operations.

What you will do

• Lead and manage a team of approximately 15 agents.
• Drive team performance through 1:1s, team meetings, QA coaching, and goal-setting.
• Handle conflict de-escalation and engage in customer contacts as needed.
• Analyze contact center metrics to improve adherence, customer satisfaction, and QA.
• Collaborate across the organization to build consensus and drive collective action.
• Maintain a proactive approach to change management and team adversity.

Requirements

• Must have legal authorization to work in the United States without visa sponsorship.
• 3-5 years of experience in a customer service leadership role.
• 1 year of experience working with strategic accounts.
• Proficiency in MS Excel or Google Sheets.
• Experience with Salesforce (CRM) and Calabrio (WFM) applications.
• Ability to think strategically within a dynamic, fast-paced organization.

Culture & Benefits

• 100% paid employee health, dental, and vision plans (HMO, PPO, or HDHP).
• 401(k) retirement plan, HSA, and FSA accounts.
• 11+ observed holidays, wellness days, and flexible time off.
• Employee Stock Purchase Program with employee discounts.
• Life insurance and long/short-term disability coverage.