Customer Service Team Lead (Fintech)

TL;DR

Customer Service Team Lead (Fintech): Guiding and supporting a team of customer service representatives to deliver high-quality support for an insurance payments network with an accent on team performance, operational goals, and service standards. Focus on coaching agents, tracking KPIs/SLAs, and resolving complex customer issues in a fast-paced call center environment.

Location: Remote, but must be based in Knoxville, TN

Salary: $22 USD per hour

Company

hirify.global is a payment network that empowers insurers to provide frictionless digital communication and payment processing for premiums and claims.

What you will do

• Oversee and train a team of customer service representatives to ensure consistent support quality.
• Monitor individual performance and provide feedback to encourage professional growth.
• Track SLAs and KPIs to ensure operational goals and service standards are met.
• Act as the primary liaison between frontline agents, management, and QA.
• Coordinate daily work adherence to schedules and assignments.
• Provide real-time floor support and technical assistance to agents.

Requirements

• Location: Must be based in Knoxville, TN.
• Associate degree or 2+ years of relevant professional experience.
• Proficiency with CRM applications, MS Office, and Google Suite.
• Ability to manage shifting priorities in a fast-paced call center environment.
• Strong critical thinking, planning, and problem-solving skills.

Nice to have

• Experience in the insurance industry.
• Previous call center or customer service experience.
• Bi-lingual proficiency.

Culture & Benefits

• Comprehensive health benefits including medical, dental, and vision insurance.
• 401(k) retirement plan.
• Strong organizational commitment to work-life balance.
• Opportunities for internal career advancement within a large dedicated team.