Associate Manager, Customer Support

TL;DR

Associate Manager, Customer Support (Fintech): Leading day-to-day operations of the support team to deliver exceptional customer experiences with an accent on coaching, performance management, and process optimization. Focus on driving team alignment, resolving complex escalations, and fostering a collaborative culture within a high-growth fintech environment.

Location: Must be based in Lincoln, Nebraska (Hybrid)

Company

hirify.global is a leading provider of digital banking and lending solutions for financial institutions and fintechs, dedicated to building strong communities through innovative technology.

What you will do

• Lead daily operations of the support team to ensure superior customer service delivery.
• Coach, motivate, and develop team members through performance metrics and development plans.
• Serve as an escalation point for client issues, utilizing a proactive approach to resolution.
• Analyze support metrics to identify trends, risks, and opportunities for process improvement.
• Collaborate with internal departments to reduce case volume and enhance overall customer satisfaction.
• Coordinate product release communications and support after-hours crisis management rotations.

Requirements

• Must be authorized to work for any employer in the U.S. (No visa sponsorship available).
• Bachelor’s degree in business, Communications, or related field.
• Up to 6 years of related experience, including 0–1 year of leadership or team lead capacity.
• Fluent written and oral communication in English.
• Strong analytical, problem-solving, and organizational skills.
• Proven ability to manage multiple projects and prioritize tasks in a fast-paced environment.

Culture & Benefits

• Hybrid work opportunities with a focus on flexibility.
• Comprehensive health and wellness benefits, including competitive insurance.
• Career development programs, mentorship, and internal mobility opportunities.
• Generous paid parental leave for eligible employees.
• Active community philanthropy and volunteer programs through the Spark Program.
• Employee peer recognition programs and team-building events.