Support Lead (Fintech)

TL;DR

Support Lead (Fintech): Owning the overall customer support experience and building a feedback loop that transforms customer interactions into product improvements with an accent on AI-driven support systems. Focus on optimizing AI agents, reducing product friction, and managing a team of technically-minded product experts.

Location: Hybrid (New York, Denver, San Francisco) or Remote (USA)

Salary: $110k – $155k + Equity

Company

hirify.global is a Series A startup rebuilding the financial infrastructure for American family-run businesses to help them become more profitable and resilient.

What you will do

• Lead a team of product experts using AI as their primary operating layer to handle customer interactions.
• Design and map the feedback loop from support to product, engineering, and design to influence the roadmap.
• Audit the full support experience to identify and resolve high-leverage friction points.
• Build and manage dashboards tracking inbox throughput, AI resolution rates, and friction themes.
• Supervise AI support agents to ensure high resolution rates (65%+) and CSAT (85%+).
• Define career development plans and growth trajectories for your direct reports.

Requirements

• Experience building and leading teams, including hiring, coaching, and performance management.
• Comfortable with AI, with a track record of shipping workflows or agents that improved team operations.
• Ability to translate ticket patterns into product fixes, help content, or AI improvements.
• Strong systems thinking and a commitment to closing loops with customers.
• Must be based in the USA (indicated by US-specific benefits and locations).

Culture & Benefits

• Competitive salary and equity options.
• Health insurance and 401(k) with matching contribution.
• Flexible vacation time and flexible work hours.
• Work-from-home/remote office stipend, or a desk at NYC or Denver offices.
• Wellness and professional development stipends.