Senior Manager of CX Enablement (Fintech)

Location: Remote

Salary: $150,000–$180,000 per year plus equity

Company

hirify.global builds modern co-branded credit card programs and payments infrastructure that help brands increase customer loyalty, savings, and growth without becoming a bank.

What you will do

• Design, implement, and continuously improve quality management frameworks for consistent agent performance across omnichannel support.
• Own Zendesk knowledge base strategy, including audits, ownership models, refresh SLAs, and content optimization for agents and AI systems.
• Lead Sierra AI deflection enablement by analyzing feedback, detecting content gaps, and improving LLM ingestion and customer-facing responses.
• Build the architecture connecting QA automation, CSAT, sentiment analysis, training outputs, and knowledge base improvements.
• Design partner launch readiness strategies covering QA, training, and content requirements.
• Manage and develop a team of 2–3 associates while coordinating with engineering, product, vendor operations, compliance, legal, and partner success.

Requirements

• 7+ years of customer experience, including 4+ years in quality management, training, enablement, or knowledge management.
• Experience owning CX quality, training, and enablement for 100+ agents in-house or through an outsourced operation.
• Hands-on experience with AI-powered deflection platforms such as Sierra, Ada, Decagon, Forethought, or comparable LLM-based tools.
• Technical fluency with Salesforce, Zendesk Guide and Support, or comparable support and knowledge base platforms.
• Experience with quality management platforms and the ability to analyze QA trends, CSAT, sentiment, and agent performance data.
• Strong writing skills for compliance-ready content and effective collaboration with legal and regulatory stakeholders.

Nice to have

• Experience in fintech, payments, regulated environments, or complex compliance settings.
• Familiarity with LMS tools and scalable learning program design.
• Experience working with outsourced BPO partners and modernizing legacy QA or training systems.

Culture & Benefits

• Remote work with flexible paid time off.
• Competitive compensation and equity packages.
• Company-provided work computer of choice and access to technology across business units.
• Fully covered healthcare, including dependent coverage, plus One Medical access and an FSA option.
• 20 weeks of paid parental leave for primary caregivers and 8 weeks for all new parents.