Customer Support Supervisor (Fintech)

TL;DR

Customer Support Supervisor (Fintech): Leading and coaching a team of 10–15 support specialists to ensure operational excellence in a remittance ecosystem with an accent on data-driven improvements and process optimization. Focus on identifying operational bottlenecks, improving KPIs, and collaborating cross-functionally to optimize customer journeys.

Location: Remote (Mexico / CDMX)

Salary: $30,000 MXN gross per month + annual performance bonus

Company

hirify.global is a hyper-growth Series B fintech company building an AI-powered financial ecosystem for Latin immigrants in the U.S. to simplify cross-border remittances.

What you will do

• Lead, coach, and inspire a team of 10–15 Customer Support Specialists to achieve high performance and service quality.
• Analyze key metrics to identify trends, build hypotheses, and implement data-driven operational improvements.
• Identify and resolve operational bottlenecks to increase efficiency and scalability.
• Collaborate with Product, Engineering, and Operations teams to optimize customer journeys.
• Foster a culture of accountability, continuous learning, and feedback within the support team.
• Handle escalations and provide hands-on support during peak operational periods.

Requirements

• Bachelor’s degree in Business, Engineering, or a related field.
• 2+ years of experience leading customer support teams in fintech, tech, or startup environments.
• Proven track record of improving operational KPIs and business processes.
• Proficiency with support tools such as Zendesk, Intercom, or Salesforce Service Cloud.
• English: Upper-intermediate level (B2) or above.
• Availability for occasional weekend shifts or on-call rotations.

Culture & Benefits

• 100% remote work arrangement.
• Flexible PTO policy.
• Comprehensive health insurance.
• Annual performance-based bonus.
• High-impact environment with opportunities for rapid growth as the company scales.