Sr. Manager, Customer Support (Fintech)

TL;DR

Sr. Manager, Customer Support (Fintech): Leading the technical support team and optimizing ticketing workflows to ensure local government clients receive accurate software solutions with an accent on operational efficiency and cross-functional collaboration. Focus on scaling high-performing teams, administering Zendesk, and implementing AI-driven automation to improve customer experience.

Location: Hybrid in Toronto (Canada) or Remote in the US

Salary: $110,000 - $125,000 USD or $90,000 - $110,000 CAD

Company

hirify.global is a rapidly growing SaaS company that provides planning, budgeting, and financial reporting software tailored for local governments and school districts.

What you will do

• Lead, mentor, and scale a high-performing technical support team, fostering accountability and customer empathy.
• Oversee daily support operations, managing ticket queues, escalations, and ensuring adherence to SLAs.
• Administer and optimize the Zendesk instance, including triggers, automations, macros, and reporting dashboards.
• Collaborate with Engineering and Product teams to diagnose, track, and resolve complex software bugs.
• Analyze support metrics (TTR, FTR, CSAT) to identify product friction points and training gaps.
• Develop internal documentation and knowledge base articles for the technical support organization.

Requirements

• 5+ years of experience in technical support within a B2B SaaS environment.
• 3+ years of experience successfully managing or mentoring technical support or customer-facing teams.
• Deep, hands-on experience administering Zendesk (ticketing, reporting, and workflows).
• Proven experience implementing AI tooling and automation within a support organization.
• Strong troubleshooting skills and the ability to translate technical jargon for non-technical users.
• Must be based in the US (for remote) or Toronto (for hybrid).

Nice to have

• Experience working within a FinTech SaaS company.
• Post-secondary degree or background in Finance or Accounting.

Culture & Benefits

• Flexible remote and hybrid work options.
• Comprehensive Medical, Dental, and Vision insurance plans.
• 401K plan with company match.
• Flexible Personal Time Off policy and paid company holidays.
• Annual "Dimming of the Lights" period with reduced work hours.
• Parental leave and employee referral bonuses.