Team Leader, Operations - Customer Support (Fintech)

TL;DR

Team Leader, Operations - Customer Support (Fintech): Leading and developing a team of Operations Associates to improve member satisfaction and operational efficiency with an accent on coaching, process improvement, and volume management. Focus on scaling customer support workflows, leveraging data via Looker for performance tracking, and advocating for product improvements based on frontline insights.

Location: Remote (US). Schedule: Tuesday - Saturday (9am - 5pm in either Pacific or Mountain Time Zone)

Salary: $60,000 - $75,000 + bonus

Company

hirify.global is a financial prosperity app providing members with a unique understanding of their finances and tools to save time and money.

What you will do

• Coach and develop Operations Associates for day-to-day performance and long-term career growth.
• Oversee incoming support volume across chat and email to ensure timely and effective responses.
• Identify and champion process improvements to enhance the overall customer experience.
• Handle cross-functional escalations and advocate for team members when resolutions stall.
• Analyze team performance and track department goals using Looker dashboards.
• Translate frontline customer insights into actionable feedback for product teams.

Requirements

• 3+ years of experience in customer service or a closely related field.
• Demonstrated experience in a leadership or team lead capacity.
• Must be based in the US.
• Availability to work a Tuesday - Saturday schedule.
• Experience managing a team of five or more direct reports (preferred).

Nice to have

• Background in a B2C technology company.
• Familiarity with Looker or similar data reporting tools.
• Experience using Intercom.

Culture & Benefits

• Comprehensive Health, Dental, and Vision plans.
• 401k Matching and Team Member Stock Purchasing Program (TMSPP).
• Unlimited PTO.
• Tuition reimbursement and Learning & Development opportunities.
• Life Insurance and Long/Short Term Disability.