Manager, Customer Support (Fintech)

TL;DR

Manager, Customer Support (Fintech): Leading and developing a customer support team for digital banking and lending solutions with an accent on operational excellence, KPI management, and cross-functional collaboration. Focus on resolving high-impact client escalations and optimizing support workflows to improve scalability and customer satisfaction.

Location: Hybrid in Austin, TX. Must be authorized to work in the US (no sponsorship provided).

Company

hirify.global is a leading provider of digital banking and lending solutions to banks, credit unions, and fintechs in the U.S. and internationally.

What you will do

• Lead, manage, and develop a team of Customer Support Representatives through coaching and performance feedback.
• Establish team goals and KPIs to ensure consistent delivery of a superior customer support experience.
• Oversee high-impact client escalations as the primary point of contact to ensure rapid resolution.
• Partner with Product, Engineering, and Customer Success teams to drive product and process improvements.
• Optimize support processes, workflows, and documentation to improve efficiency and scalability.
• Analyze support metrics and reporting to drive continuous improvement and inform leadership decisions.

Requirements

• Bachelor’s degree in Business, Communications, or a related field.
• Minimum 6 years of related experience, including 2–4 years of managing and developing employees.
• Proven leadership experience managing support teams within SaaS, technology, or financial services.
• Analytical mindset with the ability to interpret support data and implement actionable improvements.
• Fluent written and oral communication in English.
• Must be authorized to work for any employer in the US; no visa sponsorship available.

Culture & Benefits

• Hybrid work opportunities and flexible time off.
• Comprehensive health and wellness benefits, including competitive insurance and paid parental leave.
• Ongoing career development, mentoring programs, and internal mobility.
• Employee peer recognition programs and community volunteering initiatives.
• Supportive and inclusive environment prioritizing wellness and professional growth.