Customer Service Manager (Fintech)

Location: Sydney, New South Wales, Australia; hybrid workplace

Company

hirify.global is a fintech company developing multi-currency digital wallets and payment solutions for consumers and businesses across Asia Pacific.

What you will do

• Lead and develop the offshore customer support team serving Australian users.
• Own the end-to-end customer support experience and manage complex escalations involving scams, fraud, and identity verification.
• Partner with Compliance, Legal, Operations, Product, and Marketing to align support with Australian regulations and improve customer outcomes.
• Design and maintain SOPs, workflows, escalation paths, training materials, and the customer support knowledge base.
• Identify recurring customer pain points, root causes, and systemic opportunities to reduce repeat contacts and unnecessary escalations.
• Own operational KPIs including resolution time, CSAT, QA scores, backlog, and escalation volume, and report insights to local and regional stakeholders.

Requirements

• 4+ years of experience in customer operations, customer experience, or support leadership.
• Experience managing offshore or distributed customer support teams.
• Background in fintech, financial services, or another regulated industry.
• Understanding of Australian customer expectations, consumer protection, and AML/KYC concepts.
• Strong people-management, coaching, judgement, communication, and operational skills.
• Ability to use data and metrics to improve team performance and customer outcomes in a fast-moving environment.

Culture & Benefits

• Entrepreneurial culture focused on diversity and inclusion.
• Opportunity to contribute to a fast-growing regional fintech team.
• Cross-functional work with local and regional stakeholders across customer operations, compliance, product, legal, and marketing.