Director, Support Operations (Fintech)

Location: New York City, United States; hybrid with four days per week in the office

Salary: $155,000–$185,000 annually, plus potential company incentive bonus

Company

hirify.global is a technology-driven financial services company providing investing, savings, retirement, financial wellness, and 401(k) solutions.

What you will do

• Lead managers and specialists across retail customer experience, complex case resolution, high-value customer support, advisor support, and support operations.
• Manage two global BPO partnerships end-to-end, including contracts, SLAs, quality programs, vendor selection, and performance accountability.
• Own forecasting, capacity planning, and resource allocation across internal and BPO support channels.
• Set quality standards, use operational data to identify gaps, and drive measurable performance improvements.
• Act as a senior escalation point for complex cases involving Legal, Compliance, Fraud, Engineering, and executive stakeholders.
• Partner with Product and Engineering to prepare support teams for launches, regulatory changes, and operational shifts while using customer feedback to inform product decisions.

Requirements

• Significant experience leading customer experience or support organizations, including scaling teams and improving quality and performance.
• Proven experience managing global BPO relationships, including vendor selection, contract negotiation, and performance accountability.
• Experience owning a multimillion-dollar budget and making resource allocation decisions under pressure.
• Strong forecasting, capacity planning, analytical, communication, and executive stakeholder management skills.
• Experience operating in fintech, financial services, or another regulated environment is strongly preferred.
• Familiarity with Zendesk or comparable support platforms; QA and voice-of-customer platforms are useful.

Culture & Benefits

• Hybrid NY-based work with no required office days during the summer and winter holidays.
• Medical, dental, vision, life, AD&D, short-term and long-term disability coverage, plus infertility and transgender health benefits.
• Equity grants for employees, flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in the sixth year.
• Company-paid professional coaching, a day-one 401(k) match, student loan payment matching, transit benefits, and FSA/HSA options.
• Inclusive culture focused on improving financial outcomes, ambitious goals, diverse perspectives, and continuous improvement.

Hiring process

• Applications are reviewed over several weeks before selected candidates proceed to next steps.
• The process includes three to four sets of meetings with future colleagues and may include a case study or technical assessment.
• The hiring decision typically takes three to five weeks, depending on candidate availability and process urgency.