Team Lead, Marketplace Ordering & Trade

Location: Remote within approved US states

Salary: $50,000–$60,000 per year

Company

hirify.global operates home design services and a portfolio of home furnishings brands, combining design, commerce, AI tools, and 3D visualization technology.

What you will do

• Manage the Ordering & Trade CX team and drive CSAT, response time, resolution time, productivity, and quality performance.
• Coach and develop CX Associates through regular performance reviews, feedback, and ongoing training.
• Act as the escalation point for complex client and trade partner situations while supporting CX Managers with KPI analysis.
• Build trade-specific team structures, staffing plans, workflows, onboarding, certification, and training programs as the business scales.
• Develop and track post-purchase sales programs such as upsell, attachment, protection plans, reorders, and expert design services.
• Lead process improvements and strategic projects with Sales, Merchandising, Trade, Senior Leadership, and Logistics partners.

Requirements

• 2+ years of experience in Customer Experience, Operations, or a related field, ideally involving trade, wholesale, or B2B ordering.
• 2+ years of people leadership experience, including coaching, developing, and leading direct reports or agents.
• Experience building, scaling, or restructuring teams through new roles, staffing plans, or training programs.
• Practical experience with modern CX technology such as Zendesk or Salesforce Service Cloud, plus a functional understanding of fulfillment operations.
• Strong analytical and communication skills, ownership of outcomes, and the ability to solve ambiguous operational problems.
• Applicants must be currently authorized to work full-time in the United States; visa sponsorship is not offered.

Nice to have

• Experience with post-purchase sales, upsell, or attachment programs.
• Curiosity about and willingness to adopt AI-assisted tools.

Culture & Benefits

• Generous paid time off and volunteer days off.
• Medical, dental, vision, and disability benefits.
• 401(k) with company match and paid parental leave.
• Free design services, furniture discounts, and merchandise or anniversary credits.
• Culture emphasizing ownership, speed, accountability, collaboration, and continuous improvement.