Senior Technical Support & Success Manager (Fintech)

TL;DR

Senior Technical Support & Success Manager (Fintech): Managing strategic customer accounts and resolving complex technical issues for a global payouts platform with an accent on API integrations and product adoption. Focus on bridging the gap between technical troubleshooting and consultative relationship management to drive customer success and platform value.

Location: Must be based in or able to work in a hybrid environment in Montréal, Toronto, or Halifax.

Company

hirify.global is a payouts platform for the internet economy, enabling businesses to pay creators, workers, and suppliers globally through a borderless ecosystem.

What you will do

• Manage a portfolio of strategic accounts, providing proactive guidance and personalized support.
• Troubleshoot complex API, integration, and product-related issues as a Level 2 technical resource.
• Collaborate with Product and Engineering teams to resolve issues and advocate for platform enhancements.
• Monitor customer adoption and usage metrics to identify opportunities for growth and retention.
• Deliver consultative recommendations to help customers optimize their workflows and achieve business objectives.
• Contribute to operational excellence by maintaining documentation and mentoring team members.

Requirements

• Must be based in or able to work in Montréal, Toronto, or Halifax.
• Several years of experience in Customer Success, Technical Support, or Solutions Engineering within a SaaS environment.
• Proven experience troubleshooting APIs, integrations, and complex technical product issues.
• Strong analytical and problem-solving skills with the ability to explain technical concepts to diverse audiences.
• Exceptional organizational skills and ability to manage multiple priorities in a fast-paced environment.
• Professionalism and empathy in handling challenging customer conversations.

Nice to have

• Experience in fintech, payments, or financial technology.
• Familiarity with REST APIs, JSON, webhooks, and API testing tools like Postman.
• Experience with Salesforce, Intercom, Jira, or Notion.
• Background in analyzing customer usage metrics to drive product adoption.

Culture & Benefits

• Competitive salary and meaningful equity through the ESOP program.
• Extended healthcare benefits from Day 1.
• 4 weeks paid vacation plus public holidays and service-based accrual.
• 30 days of remote work from anywhere per year.
• Gym membership allowance and summer half-day Fridays.
• Company-provided Apple MacBook Pro and gear.