Manager, Customer Support (Fintech)

TL;DR

Manager, Customer Support (Fintech): Leading and developing a team of Customer Success Support Associates to maximize the customer experience on a retirement savings platform with an accent on coaching, operational efficiency, and 401(k) domain expertise. Focus on scaling support operations, managing complex escalations, and collaborating cross-functionally to drive platform improvements.

Location: Must be based in Lindon, Utah (Monday-Thursday in office, Friday remote)

Salary: $70,000 - $75,000

Company

hirify.global is a high-growth fintech company on a mission to ensure that people in all lines of work have access to affordable retirement benefits.

What you will do

• Guide, inspire, and develop a team of Customer Success Support Associates.
• Coach and performance manage direct reports to consistently meet or exceed targets.
• Manage complex customer escalations with urgency and accuracy to full resolution.
• Drive initiatives that elevate the customer experience and increase operational efficiency.
• Partner with Product and Program Management teams to drive platform and process improvements.
• Collaborate with Enablement, Operations, and Plan Administration teams to resolve customer issues.

Requirements

• Location: Must be based in the Lindon, Utah office.
• 3+ years of experience managing a team.
• 2+ years of industry experience specifically within 401(k).
• Proven success scaling support operations across multiple channels.
• Bachelor’s degree or equivalent professional experience.

Nice to have

• Experience within high-volume startup call centers.

Culture & Benefits

• 401(k) with dollar-for-dollar employer match up to 4% (immediately vested).
• Top-of-the-line health, dental, and vision insurance plans.
• Competitive time off and parental leave.
• Mental health support via Lyra and fertility healthcare via Carrot.
• Monthly work-from-home and quarterly lifestyle stipends.
• Professional financial wellness tools and student loan resources via Candidly.