Customer Service Manager II

Location: Austin, Texas, United States; onsite role. Applicants must already be legally authorized to reside and work in the United States. International relocation and remote work outside the hiring country are not considered.

Company

hirify.global is a high-tech software and access-control solutions company providing trusted identity, physical security, hardware, software, and services worldwide.

What you will do

• Lead daily customer operations covering order management, case resolution, capacity forecasting, work prioritization, and team coverage.
• Own service metrics including SLA compliance, backlog aging, CSAT, first-contact resolution, and case and order accuracy.
• Serve as the senior escalation point for issues involving order status, pricing, freight, billing, delivery, and strategic accounts.
• Recruit, onboard, coach, train, and develop customer service team members while managing performance and quality reviews.
• Use CRM and ERP data to monitor queue health, staffing, scorecards, trends, and operational risks.
• Lead root-cause analysis, corrective actions, cross-functional initiatives, and process improvements that strengthen customer experience.

Requirements

• Bachelor’s degree or an equivalent combination of education and relevant experience.
• Five or more years of experience in customer service, order management, account operations, or customer support.
• Three or more years of experience leading, coaching, and developing teams.
• Experience managing measurable service operations in a B2B, industrial, technology, manufacturing, or distribution environment.
• Strong data analysis, reporting, capacity planning, workload forecasting, resource optimization, escalation management, and process improvement skills.
• Must be legally authorized to reside and work in the United States; immigration sponsorship is not available.

Nice to have

• Experience leading multi-site or regional customer operations teams.
• Experience supporting complex product configurations, pricing structures, or strategic account requirements.
• Hands-on experience with Salesforce, Oracle, or comparable CRM and ERP platforms.
• Lean, Six Sigma, project management, or change management experience.

Culture & Benefits

• Competitive salary and rewards package.
• Competitive benefits and annual leave supporting work-life balance.
• Inclusive and welcoming work environment within a global organization.
• Career development opportunities, training, and professional development resources.
• Flexible work environment and collaboration with a global team.