Customer Experience Associate Director (Fintech)

Location: Onsite at hirify.global's Global HQ in St. Petersburg, Florida, United States

Salary: $115,000–$140,000 annually, plus a discretionary bonus and full benefits.

Company

hirify.global is a digital brokerage platform providing low-fee trading, market data, analytical tools, and financial services to individual investors through global infrastructure.

What you will do

• Build, coach, and develop the customer experience team across phone and written support channels.
• Own CX metrics including CSAT, Customer Effort Score, FCR, AHT, SLAs, quality scores, and AI performance indicators.
• Lead quality management, workforce forecasting, capacity planning, and operational reviews across human- and AI-handled interactions.
• Govern client-facing and internal knowledge bases, help-center content, self-service flows, and outbound customer communications.
• Operate AI-assisted CX tools including chatbots, agentic assistants, intelligent routing, agent copilots, and QA automation.
• Handle complex escalations, compliance controls, and Voice of Customer programs while coordinating improvements with Product, Engineering, Compliance, and leadership.

Requirements

• Undergraduate degree or equivalent professional experience.
• Series 7 required, along with Series 24 or Series 9 and Series 10.
• At least 3 years of CX leadership experience with direct people management in a contact center or digital CX environment.
• Strong expertise in contact center operations, routing, queue management, reporting, QA, and workforce management tools.
• Experience building or rebuilding a CX function and comprehensive knowledge of U.S. capital markets, equities, options, margin, and retail brokerage operations.
• Strong understanding of FINRA, SEC, broker-dealer regulations, customer communications, complaint handling, recordkeeping, and operational risk controls.

Nice to have

• Advanced degree or certification such as PMP, Six Sigma, contact center operations, or AI/CX program certification.
• Hands-on experience applying AI tools to operational workflows.
• Ability to analyze dashboards and challenge metric definitions.

Culture & Benefits

• 100% paid medical and dental insurance for employees and dependents, plus vision insurance.
• 401(k) match, short-term disability coverage, and commuter benefits for New York positions.
• Paid time off, parental leave, personal and sick time, volunteer days, and company holidays.
• Fitness, wellness, pet insurance, and tuition reimbursement benefits.
• Office perks include catered breakfasts and lunches, stocked kitchens, and monthly happy hours.