Tier 3 Support Operator

Location: San Francisco, United States; in-office 5 days a week

Annual starting salary: $120,000–$160,000 plus equity and benefits.

Company

hirify.global builds credit card and loyalty technology that consumer businesses use to launch embedded card programs, including programs for Coinbase, Bilt, and Qatar Airways.

What you will do

• Own Tier 3 escalations involving financial, legal, regulatory, fraud, and compliance-related issues.
• Coordinate with Engineering, Product, Fraud, and Compliance to resolve complex cases and identify root causes.
• Document resolution paths, create SOPs and macros, and maintain the internal knowledge base.
• Analyze escalation and CSAT data to identify patterns and provide actionable insights to Product and other teams.
• Develop training materials and enable T1, T2, and BPO agents to resolve more cases independently.
• Publish Help Center content that reduces inbound support volume.

Requirements

• 4+ years of customer support experience, including substantial time at a lead level.
• Demonstrated success reducing escalation volume through SOPs, macros, training, and measurement.
• Experience expanding the capabilities of frontline or T2 support teams through documentation or training.
• Strong cross-functional experience with Engineering, Compliance, or Legal.
• Strong written communication and analytical skills, including ticket-data analysis and actionable reporting.
• Must be based in San Francisco and work in the office 5 days a week.

Nice to have

• BPO experience managing or closely supporting an outsourced team.
• Background in fintech, payments, or financial services.

Culture & Benefits

• Fast-paced environment emphasizing curiosity, humility, intensity, and ownership.
• Meaningful startup equity.
• 100% primary health, vision, and dental coverage and 75% dependent coverage.
• Catered lunches, Apple equipment, and a $250 monthly commuter benefit.
• Parental leave and flexible PTO with a minimum of 15 days off per year.
• 401(k) plan, team-building events, and happy hours.