Customer Care Team Lead

Location: Fully remote; hiring across Canada and the United States

Base salary: CA$85,000 per year; bonus: CA$15,500

Company

hirify.global provides a financial empowerment platform and financial wellness services, including earned wage access, to help employees manage their finances.

What you will do

• Lead and develop a Customer Care team responsible for customer success and operational KPIs.
• Monitor agent and team performance, establish goals, and provide coaching, feedback, one-to-one sessions, and team support.
• Monitor customer care queues, allocate resources, and manage scheduling, time off, and holiday coverage.
• Own escalated customer communications through resolution and support customer care training for new hires.
• Create performance and conversation reports and deliver projects that improve KPIs, metrics, infrastructure, processes, tooling, and automation.
• Collaborate with Revenue Operations, Customer Success, Product, Sales, and Marketing on cross-functional initiatives.

Requirements

• 4+ years of experience in an inbound customer support environment.
• 2+ years of people leadership experience with responsibility for performance management.
• Experience with process improvement and change management.
• Excellent communication skills, including the ability to tailor messaging for technical and non-technical audiences.
• Experience with Intercom, Zendesk, JIRA, HubSpot, or similar tools.
• Must be located in Canada or the United States; the role is fully remote.

Culture & Benefits

• Permanently remote work with flexibility to work from home, a coffee shop, or outdoors.
• Flexible time off with up to five weeks of vacation.
• Medical, vision, and dental benefits from the first day of full-time employment.
• Increased mental health coverage and a wellness stipend.
• Inclusive parental leave top-up, earned wage access, real-time salary market data, and support for lifelong learning.