Customer Experience Quality & Enablement Manager (Fintech)

TL;DR

Customer Experience Quality & Enablement Manager (Fintech): Building and scaling QA programs and enablement frameworks to ensure exceptional customer support across email, chat, and phone with an accent on quality standards, knowledge management, and operational efficiency. Focus on designing scorecards, optimizing the Help Center, and leveraging AI to improve coaching and support workflows.

Location: Remote (US)

Salary: $90,000 – $110,000 + Equity

Company

hirify.global is a fintech platform that enables companies to provide highly customizable and tailored employee benefits packages.

What you will do

• Build and scale the Quality Assurance program across email, live chat, and phone channels.
• Develop quality scorecards, audit processes, calibration routines, and coaching frameworks.
• Own the Help Center, support macros, and voice and tone standards to improve consistency and reduce contact rates.
• Design and deliver ongoing enablement programs covering product updates and support best practices.
• Analyze quality trends and customer feedback to identify root causes and recommend improvements.
• Partner cross-functionally with Product, Engineering, Operations, and Compliance teams to improve the customer journey.

Requirements

• 5+ years of experience in Customer Support, CX, Quality Assurance, or Support Operations.
• Proven experience building or significantly scaling a Quality Assurance program.
• Strong knowledge management experience, including Help Centers, macros, and SOPs.
• Proficiency with technical support platforms such as Intercom, Zendesk, or Salesforce.
• Experience leveraging AI tools to improve quality, coaching, or operational workflows.
• Must be based in the United States.

Nice to have

• Experience in fintech, HR technology, banking, or other regulated industries.
• Previous startup or high-growth company experience.
• Experience with QA platforms such as MaestroQA, Klaus, or Playvox.
• Experience designing onboarding, training, or enablement programs.
• Bilingual or multilingual proficiency.

Culture & Benefits

• Comprehensive health coverage with 95% of medical, dental, and vision insurance paid.
• Financial perks including a $250 WFH setup (one-time), $500/year L&D benefit, and monthly allowances for cell phone/internet and wellness.
• Flexible PTO and several team onsites per year.
• Inclusive environment committed to diversity and equal opportunity.