Customer Service Team Leader, Analyst (Fintech)

Location: Onsite in Draper, Utah, or Richardson, Texas, United States

Company

Marcus by hirify.global is the consumer business of hirify.global, providing digital savings and investing products through its Asset & Wealth Management Division.

What you will do

• Lead, manage, and supervise the daily operations of a team of 15–18 customer service representatives.
• Coach frontline call and chat specialists through biweekly one-on-ones, staff meetings, real-time feedback, and mentoring.
• Monitor customer interactions and partner with business teams on employee development.
• Provide hands-on support and act as an escalation point for customer issues and complaints.
• Track operational performance and help ensure service-level targets are achieved.
• Own process and project initiatives, recommend improvements, optimize resources, and maintain audit-compliant administrative processes.

Requirements

• At least three years of experience in customer service management or a service-oriented leadership role.
• Strong understanding of customer service experience and operations.
• Experience working with high-net-worth customers.
• High school diploma or GED required; an associate or bachelor’s degree, or equivalent military experience, is preferred.
• Self-directed, detail-oriented, driven, able to work independently in a team-oriented, fast-paced environment, and positive in approach.
• Ability to work onsite in Draper, Utah, or Richardson, Texas.

Culture & Benefits

• Work within Marcus by hirify.global, combining a consumer-focused startup approach with hirify.global’ long-standing financial-services experience.
• Access training and development opportunities and firmwide professional networks.
• Benefits include wellness, personal finance offerings, and mindfulness programs.
• Inclusive workplace with reasonable accommodations available during the recruiting process.