Lead, Customer Advocacy (Fintech)

TL;DR

Lead, Customer Advocacy (Fintech): Managing the Customer Advocacy and Retention team to resolve complex complaints and improve product processes with an accent on operational rigor, vendor performance, and cross-functional collaboration. Focus on driving scalable service solutions, reducing complaint rates, and ensuring fair, empathetic customer outcomes.

Location: Must be based in the United States

Salary: $101,000 – $165,000 (varies by state)

Company

hirify.global is a financial technology company reinventing credit to provide consumers with flexible, transparent payment options without hidden fees.

What you will do

• Manage, coach, and develop a high-performing team of Customer Advocacy Associates.
• Resolve complex, high-risk customer complaints while maintaining the company's voice and standards.
• Own QA operations, vendor performance, and escalation workflows to ensure consistent service quality.
• Lead cross-functional initiatives with Legal, Compliance, Risk, and Product teams to address root causes of complaints.
• Analyze complaint data to identify trends and drive systemic improvements in policies and tools.
• Establish and monitor SLAs and KPIs to maintain service levels during fluctuating volumes.

Requirements

• Must be based in the United States
• 5+ years of people management experience in customer operations or service delivery (or equivalent).
• 3+ years of experience in customer support, service delivery, or complaint resolution.
• Proven experience managing external vendors, BPOs, or third-party partners.
• Strong operational mindset with experience managing SLAs, KPIs, and multi-domain functions like QA.
• Ability to lead complex, cross-functional initiatives and drive measurable outcomes.
• Exceptional written and verbal communication skills with strong customer empathy.

Culture & Benefits

• 100% subsidized medical, dental, and vision coverage for employees and dependents.
• Generous stipends for technology, food, lifestyle needs, and family forming expenses.
• Competitive vacation and holiday schedules.
• Employee Stock Purchase Plan (ESPP) to buy company shares at a discount.
• Remote-first work environment with a focus on people-first values.