Senior Supervisor, Global Customer Support Services

Location: Irvine, California, United States; secondary location in San Jose, California

Salary: $83,900–$111,800 per year

Company

hirify.global builds large-scale data storage systems and infrastructure supporting AI-driven data platforms, hyperscale data centers, cloud services, and enterprise technology.

What you will do

• Execute global customer support operational workstreams covering staffing readiness, telecom, channels, reporting, tools, workflows, escalations, and service delivery.
• Partner with project management, regional support teams, vendors, IT, telecom, workforce, reporting, and leadership stakeholders to track milestones, risks, dependencies, and actions.
• Validate impacts on phone, chat, email, social, self-service, routing, queues, staffing coverage, reporting, and service-level performance.
• Coordinate operational testing, UAT, launch readiness, training readiness, communications, adoption, and post-launch issue follow-up.
• Review operational data to identify service risks, backlog concerns, staffing gaps, queue performance issues, process friction, and efficiency opportunities.
• Prepare leadership updates covering status, support impacts, risks, data insights, open actions, and recommended next steps.

Requirements

• 6+ years of experience in customer support, contact center operations, global support coordination, workforce support, telecom support, process improvement, or related customer service leadership.
• Strong understanding of contact center operations across voice, chat, email, social, self-service, escalations, queues, routing, service levels, backlog, quality, staffing, reporting, and support policies.
• Experience supervising or supporting operations across multiple regions, vendors, languages, or channels.
• Working knowledge of IVR, call routing, queue configuration, channel coverage, average speed of answer, abandonment rate, workforce planning, forecasting, scheduling, occupancy, shrinkage, adherence, and capacity planning.
• Ability to use dashboards and operational data to identify trends, validate impacts, summarize findings, and recommend improvements.
• Working knowledge of platforms such as Oracle Service Cloud, Genesys, JIRA, ServiceNow, Power BI, Smartsheet, SharePoint, or Microsoft Office.

Nice to have

• Bachelor’s degree or equivalent experience.
• Experience in consumer electronics, technology support, warranty support, product support, or global customer service operations.
• Experience with BPO or support partners, telecom changes, queue management, routing updates, operational dashboards, or contact center reporting.
• Familiarity with AI-enabled support tools such as agent assist, chatbots, translation tools, quality automation, speech or text analytics, auto-summarization, or reporting automation.

Culture & Benefits

• Full-time employment with paid vacation and sick leave.
• Medical, dental, vision, life, accident, and disability insurance.
• Flexible spending and health savings accounts, employee assistance, tuition reimbursement, and transit benefits.
• Eligibility for incentive plans, long-term incentives, employee stock purchase plans, and the WD Savings 401(k) Plan, subject to plan terms.
• Inclusive workplace focused on diversity, belonging, respect, and equal opportunity.