Manager, Client Support (Fintech)

TL;DR

Manager, Client Support (Fintech): Leading and developing a team of Client Support Analysts to deliver high-quality SaaS treasury and risk management solutions with an accent on operational excellence and client satisfaction. Focus on optimizing support queues, managing complex technical escalations, and integrating AI-powered tools to improve team efficiency.

Location: Hybrid (requires in-office collaboration 10+ days per month)

Company

hirify.global is a global company building crypto solutions for financial institutions, businesses, and governments to improve the global financial system.

What you will do

• Lead, mentor, and develop a team of Client Support Analysts, fostering a culture of accountability and client-first thinking.
• Optimize onboarding and training programs to ensure steady growth in team expertise.
• Own the support queue lifecycle, ensuring precise triage, prioritization, and high-quality resolution.
• Act as the primary technical resource for complex challenges and manage high-impact escalations end-to-end.
• Analyze and optimize key metrics, including SLAs, queue health, and client satisfaction.
• Integrate AI-powered tools and innovative support solutions to enhance team efficiency.

Requirements

• 5+ years of hands-on support experience with a track record of improving standards.
• 2+ years in a leadership position with direct oversight of individuals.
• Proficiency with SaaS support tools and a data-driven approach to improving benchmarks.
• Strong communication and collaboration skills to manage multiple priorities and cross-functional trust.
• Deep commitment to personal growth and building high-performing teams.

Nice to have

• Familiarity with RSA/Symantec and SQL/reporting tools.
• Knowledge of financial theory and treasury management.

Culture & Benefits

• Competitive salary, bonuses, and equity.
• Comprehensive benefits covering physical/mental healthcare, retirement, and family support.
• Flexible hybrid work model and professional development budget.
• Generous vacation policy, R&R days, and industry-leading parental leave.
• Office perks including catered lunches, fully-stocked kitchens, and team bonding activities.