Manager, Customer Payments Support (Fintech)

TL;DR

Manager, Customer Payments Support (Fintech): Leading a team of Customer Support Payments Specialists to handle high-volume payment and tax inquiries with an accent on maintaining high work quality and speedy response times. Focus on conducting root cause analysis of payment trends, recommending product improvements, and managing the NSF collection process.

Location: Must be based in New York, NY (Hybrid)

Salary: $120,000 - $132,000 per year

Company

hirify.global is a data-driven HR solutions provider helping businesses manage payroll, benefits, and compliance through its PEO platform.

What you will do

• Lead and mentor a team of Customer Support Payments Specialists handling inbound inquiries across multiple channels.
• Collaborate cross-functionally with Legal, Security, and Revenue teams to align goals and initiatives.
• Analyze payment and tax trends to present quarterly root cause reports to senior leadership.
• Recommend improvements for payment and tax products and features based on data insights.
• Manage ownership and accountability for the NSF process and collection for support-owned customers.
• Track and publish key team metrics including response time, productivity, CSAT, and QA.

Requirements

• 3+ years of experience managing a customer service team, preferably in payments or payroll.
• Expert knowledge of payroll processing and payroll tax across PEO and non-PEO products.
• Proficiency with CRM and customer service communication platforms.
• Strong written and verbal communication skills with high attention to detail.
• Experience in mentoring, coaching, and change management.
• 4-year degree or equivalent relevant work experience.

Culture & Benefits

• Welcoming and casual work environment with a focus on people and support.
• Comprehensive wellness program offerings and company retreats.
• Opportunities to learn from leaders in the startup community.
• Values-driven culture based on Camaraderie, Openness, Grit, Integrity, and Simplicity (COGIS).