Consumer Operations Team Lead (Bilingual Spanish/English) (Fintech)

Location: Crum Lynne, Pennsylvania, United States; hybrid work with in-person attendance at an assigned hirify.global office at least two days per week.

Salary: $72,300–$105,000 annually.

Company

hirify.global provides consumer credit information and related services, supporting customers and organizations through data-driven products and technology.

What you will do

• Lead a high-volume consumer support team handling complex escalations for English- and Spanish-speaking customers.
• Coordinate daily operations, workflows, staffing, and resource allocation with the Business Manager.
• Monitor operational KPIs, including average handle time, customer experience, quality assurance, adherence, hold time, and silent time.
• Coach team members through call reviews, observations, feedback sessions, one-on-ones, and development plans.
• Mentor and develop Associate Leads while supporting hiring, interviewing, onboarding, and training.
• Identify operational trends, recommend process improvements, and maintain service quality and performance standards.

Requirements

• At least 3 years of leadership experience in a fast-paced call center environment, including performance management against KPIs.
• Experience coaching, developing, and leading high-performing teams, including behavioral and performance management.
• Customer-facing call center experience with direct supervisory responsibility; consumer credit reporting or financial institution experience is preferred.
• Strong motivation, team-building, problem-solving, data analysis, communication, follow-up, accountability, and teamwork skills.
• Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
• Bilingual Spanish and English proficiency is required. Applicants must already be authorized to work full-time in the United States without current or future employer sponsorship.

Nice to have

• Experience maintaining strict confidentiality across personnel, performance, and business matters.
• Bachelor’s degree from an accredited college or university.
• Previous Consumer Operations Support experience.

Culture & Benefits

• Hybrid work environment with regular virtual and in-person collaboration.
• Medical, dental, vision, HSA, and FSA options with day-one eligibility.
• 401(k) with employer match, Employee Stock Purchase Plan, financial wellness resources, and career coaching.
• Paid parental leave, adoption assistance, caregiver support, paid time off, and up to 12 paid holidays.
• Tuition reimbursement, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time.
• Life, disability, legal, pet insurance, wellness, therapy, coaching, and mental health support programs.