Customer Service Team Leader, Analyst (Fintech)

Location: Draper, Utah or Richardson, Texas, United States; onsite office role

Company

Marcus by hirify.global is the consumer business of hirify.global, providing savings and investing products through digital tools and transparent customer experiences.

What you will do

• Lead, manage, and supervise daily operations for 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 professional development.
• Support interviews and selection, mentor team members, monitor calls, and serve as an escalation point for customer issues and complaints.
• Partner with management and business teams to achieve service-level targets and manage operational performance.
• Own projects and processes, recommend business improvements, optimize resource utilization, and maintain audit-compliant administrative processes and strategies.

Requirements

• 3+ years of customer service management or service-oriented leadership experience.
• Strong understanding of customer service.
• Experience working with high-net-worth customers.
• High school diploma or GED; 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 and fast-paced environment, and positive in attitude.

Culture & Benefits

• Access to training and development opportunities and firmwide professional networks.
• Benefits, wellness, personal finance offerings, and mindfulness programs.
• Commitment to diversity, inclusion, equal opportunity, and reasonable accommodations during the recruiting process.