Senior Member Support Manager

TL;DR

Senior Member Support Manager (Fintech): Leading frontline support teams across multiple locations with an accent on performance optimization, team culture, and delivering a world-class member experience. Focus on hands-on leadership, implementing thoughtful automation, and bridging the gap between support insights and product development.

Location: Must be based in or able to commute to Cardiff, UK (Hybrid: 4 days/week in office required).

Salary: £66,517–£75,746 per annum.

Company

hirify.global is a fintech startup building a modern financial membership that combines credit and debit services with flexible rewards.

What you will do

• Lead and manage frontline support teams across Cardiff, London, and South Africa.
• Drive team performance and member experience metrics without relying on excessive headcount.
• Set the tone and culture for the Cardiff operations hub as the most senior leader on-site.
• Evaluate and implement AI and automation tools with a clear focus on ROI and member impact.
• Stay hands-on by resolving complex member issues and providing direct feedback to product and compliance teams.
• Coach and develop team members to reach both their individual targets and professional potential.

Requirements

• Must be based in or able to commute to Cardiff, UK for at least 4 days per week.
• Proven experience in a senior support leadership role within a fast-paced startup environment.
• Ability to balance empathy with high accountability and performance standards.
• Hands-on approach to management, comfortable digging into data and resolving customer issues directly.
• Experience managing inherited teams and building trust quickly.
• Strong communication skills and ability to move at pace without bureaucratic processes.

Culture & Benefits

• 35 days total holiday (27 annual leave + 8 public holidays).
• Private healthcare coverage with Bupa.
• Annual learning and training allowance of £750.
• Two team-building offsites per year (one in the UK, one abroad).
• Enhanced parental leave policy after one year of service.
• Regular team social events and office-provided breakfasts/lunches.

Hiring process

• Initial 45-minute call with the Hiring Manager.
• 60-minute live case study interview with the CEO and Hiring Manager.
• 60-minute experience interview focusing on CV and coaching approach.
• 2.5-hour on-site interview including team coffee chats and a values-based assessment.