GCS Executive Customer Care Specialist 2

Location: Atlanta, Georgia, United States. Full-time schedule: 11:30 AM–8:00 PM on Wednesday, Thursday, Saturday, Sunday, and Monday; weekend, holiday, daytime, and evening hours may be required.

Base pay: $24 USD per hour.

Company

hirify.global operates a global marketplace for buying and selling tickets to live events.

What you will do

• Handle escalated and complex inquiries from executive-level customers.
• Mentor Executive Customer Care agents and guide them through difficult cases and decisions.
• Delegate work, manage team workflows, and support performance and resolution quality.
• Lead social media customer interactions, community moderation, and brand-voice consistency.
• Analyze customer feedback and trends to improve support processes and reduce escalations.
• Create and update community articles that help customers resolve issues independently.

Requirements

• 3+ years of customer service experience.
• 1 year of peer support, mentoring, or colleague training experience preferred.
• Experience with executive-level customer escalations and social media platforms preferred.
• Familiarity with CRM systems and social media tools.
• Bachelor’s degree or equivalent practical experience preferred.
• Ability to work the specified Atlanta-based schedule, including weekends and holidays when required.

Nice to have

• Experience managing executive customer escalations.
• Experience managing social media platforms.
• Strong data-driven decision-making and advanced problem-solving skills.

Culture & Benefits

• Growth-focused environment with autonomy to lead experiments and tests at scale.
• Paid time off and paid parental leave.
• Comprehensive health, vision, and dental insurance.
• 401(k) plan and competitive total compensation package.
• Collaborative environment focused on empathy, learning, and customer satisfaction.