Manager, Customer Service (Fintech)

TL;DR

Manager, Customer Service (Fintech): Leading day-to-day call center operations and driving strategic improvements in customer experience and operational efficiency with an accent on KPI achievement, service delivery outcomes, and cross-functional collaboration. Focus on analyzing call center data for root cause analysis, coaching staff through complex issues, and implementing scalable support processes.

Location: On-site in Phoenix, AZ or Knoxville, TN

Salary: $90,000 – $100,000 USD

Company

hirify.global provides a seamless insurance payments network, empowering insurers to handle premiums and claim payments securely for over 300 carriers.

What you will do

• Lead day-to-day call center operations, supervising staff in handling phone calls, emails, and case follow-ups.
• Coach team members through challenging customer service issues to improve resolution quality.
• Analyze call center data and product performance to conduct root cause analysis and prepare reports for upper management.
• Evaluate staff and process effectiveness to ensure service levels and unit cost objectives are met.
• Develop and maintain strategic relationships with internal stakeholders, vendors, and partners.
• Manage workforce scheduling, process flow documentation, and project planning.

Requirements

• Must be based in or work from the Phoenix, AZ or Knoxville, TN offices.
• Minimum 3 years of call center management experience.
• Proven track record of leading and developing high-performing teams.
• In-depth knowledge of workforce management practices and CRM application usage.
• Proficiency with Windows, specifically Excel and Word.
• Degree in Business, Communications, or commensurate professional experience.

Nice to have

• Prior experience within the insurance industry.

Culture & Benefits

• Comprehensive health benefits including medical, dental, and vision insurance.
• 401(k) retirement plan.
• Strong organizational commitment to work-life balance.
• Emphasis on internal growth and career advancement opportunities.