Onsite Customer Service Manager, Fulfillment

Location: Dallas Warehouse or San Bernardino Warehouse; onsite attendance 5 days a week within the assigned market. Minimal travel may be required between fulfillment sites or to other hirify.global locations.

Base salary: $64,800–$89,100 USD per year, excluding bonus, equity, and benefits.

Company

hirify.global provides technology and services that simplify global commerce and move merchandise across international supply chains.

What you will do

• Lead and mentor customer service teams supporting one or more fulfillment-center sites.
• Track site performance metrics, SLA/TTR results, ticket quality, and team ramp progress.
• Develop performance improvement strategies and standardize best practices across the network.
• Partner with operations teams on collaborative problem-solving and process improvements.
• Analyze root causes to reduce ticket generation and convert merchant feedback into NPS action plans.
• Manage escalations, disposals, quality audits, reporting, and regular one-on-ones.

Requirements

• Bachelor’s degree or equivalent experience and 5+ years of professional experience in customer service, operations, or a related field.
• 3+ years of people management experience, including management of both employees and contractors.
• Strong analytical, communication, relationship management, and cross-functional collaboration skills.
• Experience with process improvement, change management, quality assurance, and ticket auditing.
• Strong project management capabilities and a data-driven approach to problem-solving.
• Ability to work onsite 5 days a week within the assigned market and manage one or more fulfillment sites.

Culture & Benefits

• Customer-first environment focused on operational excellence and continuous improvement.
• Medical, dental, and other comprehensive benefits.
• Flexible time off, plus bonus and equity opportunities.
• Opportunities to collaborate across fulfillment sites and the broader global commerce network.