Senior Manager, Customer Support

Location: Lindon, Utah, United States. Non-standard business hours with a shift window from 7:00 am to 6:30 pm MT.

Base salary: $95,000–$115,000 annually, depending on U.S. labor market, skills, and experience.

Company

hirify.global is a high-growth fintech company making retirement savings plans more affordable and accessible for small and medium-sized businesses.

What you will do

• Lead and develop a multi-layered organization of Support Managers and associates through coaching, mentoring, and performance management.
• Execute specialized customer support strategies and workflows across Money-In, Money-Out, and Account Support.
• Monitor CSAT, resolution rates, quality assurance, SLA adherence, contact volume, and capacity trends.
• Handle complex customer escalations involving sensitive regulatory or technical issues.
• Partner with Activation, Product, Operations, and Engineering to identify root causes and improve the customer experience.
• Oversee SOPs, team documentation, specialized training materials, and the Associate Playbook.

Requirements

• 5+ years of experience leading and developing people leaders.
• Experience managing large-scale customer support organizations with 100+ employees.
• Expertise in high-profile customer escalations, complex regulatory issues, and long-term resolution planning.
• Experience designing and improving support workflows and solving systemic issues autonomously.
• Strong stakeholder management, executive communication, organization, empathy, and composure in high-volume environments.
• Relentless attention to quality, precision, and compliance-accurate documentation.

Culture & Benefits

• Customer-obsessed, autonomous, accountable, and continuously improving work environment.
• 401(k) plan with a dollar-for-dollar employer match up to 4% and no plan fees.
• Health, dental, vision, mental health, fertility, family-forming, and financial wellness benefits.
• Competitive paid time off and parental leave.
• Monthly work-from-home stipend and quarterly lifestyle stipend.
• Virtual social events and team offsites.