Supervisor, Residential Customer Support

Location: Remote, limited to candidates living in eligible U.S. states. The posting lists AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, VA, and an additional remote-hire list including AL, AR, AZ, FL, GA, IL, IN, KS, KY, LA, MD, MO, MS, NC, NJ, NY, OH, SC, TN, TX, and VA.

Company

hirify.global is a broadband and telecommunications provider affiliated with Clearwave Fiber.

What you will do

• Supervise daily operations and performance of a team of Customer Support Specialists in a high-volume remote contact center.
• Coach, mentor, motivate, and develop direct reports through feedback-rich performance plans.
• Monitor KPIs, schedules, attendance, quality standards, and staffing impacts, collaborating with Workforce Management, HR, Training, Quality, and management.
• Resolve escalated customer issues across phone, email, chat, video conferencing, and SMS.
• Develop training plans, identify skill gaps, and improve customer support quality and operational effectiveness.
• Hire customer-focused talent and build a virtual culture centered on teamwork, accountability, engagement, and continuous improvement.

Requirements

• Associate degree or equivalent work experience.
• At least two years of call center leadership experience and five or more years of telecommunications industry experience.
• Experience leading, engaging, and monitoring a remote team.
• Strong customer service, problem-solving, communication, analytical, organizational, and time-management skills.
• Proficiency with common office software, Microsoft applications, computer systems, and data entry.
• Must be able to work remotely from an eligible U.S. state and maintain a quiet, private home office with reliable internet.

Culture & Benefits

• Medical, dental, and vision insurance plans.
• Short-term disability, flexible spending accounts, company-paid life insurance, and voluntary insurance options.
• 401(k) with company match.
• Paid time off, Share the Care paid time off, and paid holidays.
• Career progression opportunities.
• Potential broadband discounts, cell phone allowance, and uniform or boot allowance where applicable.