Manager, Customer Service (Fintech)

TL;DR

Manager, Customer Service (Fintech): Overseeing a dedicated customer service team to ensure operational efficiency and exceptional service delivery with an accent on team performance and strategic service initiatives. Focus on optimizing workflows, resolving escalated issues, and translating customer insights into actionable improvements.

Location: Hybrid (8 days/month) based in Madison, WI

Salary: $76,200.00 - $133,650.00 USD

Company

hirify.global is a global leader providing innovative technology and expert solutions for financial and corporate compliance.

What you will do

• Manage a customer service team and ensure adherence to service standards.
• Develop and implement strategic initiatives to improve service delivery.
• Oversee day-to-day operations and resolve escalated customer issues.
• Monitor team performance, establish goals, and conduct performance reviews.
• Optimize workflows to improve team efficiency and productivity.
• Collaborate cross-functionally to streamline processes and improve outcomes.

Requirements

• Must be based in or able to work from the Madison, WI office (Hybrid).
• Proven leadership and team development experience.
• Strong strategic planning and execution capabilities.
• Proficiency with CRM systems and customer service technologies.
• Experience managing performance metrics and KPIs.
• Advanced communication skills across multiple channels.

Nice to have

• 5–10 years of leadership or management experience.
• Experience identifying and driving cross-sell and upsell opportunities.
• Demonstrated focus on quality and continuous process improvement.

Culture & Benefits

• Comprehensive Medical, Dental, and Vision plans.
• 401(k), FSA, and HSA options.
• Commuter benefits and Tuition Assistance Plan.
• Vacation and sick time, plus paid parental leave.

Hiring process

• Interviews conducted without AI tools or external prompts.
• Virtual backgrounds must be removed during calls.
• Recruitment process includes mandatory in-person interviews at the office.