Assistant Director, Accommodations Customer Care

Location: Remote within the United States; travel to hirify.global offices or on behalf of hirify.global business 4–6 times per year. Authorization to work in the United States is required.

Salary: $48,000–$70,000 per year.

Company

hirify.global is a self-sustaining nonprofit focused on expanding educational and career opportunities through assessments and student support.

What you will do

• Lead the resolution of sensitive, high-impact escalated cases involving students with disabilities.
• Apply Services for Students with Disabilities policies and procedures to determine accurate and appropriate resolutions.
• Communicate accommodation policies and case decisions clearly while documenting cases in CRM and operational systems.
• Execute time-sensitive accommodations processes, including case research, student seat assignments, and test-day issue resolution.
• Identify recurring customer issues, operational pain points, and opportunities to improve workflows and customer outcomes.
• Collaborate with Accommodations Customer Care, SSD Program, SSD Experience, and Product teams on improvements and special projects.

Requirements

• 3–5 years of experience leading and resolving complex customer issues.
• 3–5 years of experience providing high-quality support while managing cases within service-level agreements.
• Strong organizational, prioritization, problem-solving, and customer relationship skills.
• Ability to manage multiple projects, collaborate across teams, and guide teammates on complex cases.
• Knowledge of Microsoft Word, Excel, and PowerPoint.
• Authorization to work in the United States and ability to travel 4–6 times per year are required.

Nice to have

• Familiarity with accommodations and/or disabilities.

Culture & Benefits

• Mission-driven work focused on expanding educational and career opportunities.
• Remote work with location-adjusted compensation.
• Supportive, collaborative, and empathetic working environment.
• Opportunities to experiment with emerging technologies and AI-driven solutions.
• Compensation designed around qualifications, experience, impact, and market data.

Hiring process

• Resume and application review, followed by a recruiter phone or video screen.
• Hiring manager interview, performance exercise, panel interview, leadership conversation, and reference checks.
• Applications are reviewed until the position is filled, with a minimum application period of five business days.