Member Service Guide, Supervisor (AI)

Location: Remote USA

Salary: $58,000–$67,000 per year

Company

hirify.global is a healthcare company founded in 2017 that combines an integrated care platform, advanced data and AI, and clinical and member service experiences to improve care for older Americans.

What you will do

• Lead, coach, and develop frontline Member Service Guides through 1:1s, observations, call reviews, and tailored feedback.
• Manage quality, productivity, compliance, attendance, and service-level metrics while addressing performance gaps.
• Handle escalated member interactions and use them as coaching opportunities.
• Identify process gaps and improve workflows, tools, and the member experience.
• Champion AI and automation initiatives and help the team adopt new solutions.
• Collaborate with cross-functional teams and support the Guide organization during peak volumes and operational changes.

Requirements

• Bachelor’s degree or equivalent experience.
• Proven leadership experience in a metrics-driven call center or high-volume customer service environment.
• Ability to translate operational data into motivating, actionable coaching.
• Strong interpersonal skills, empathy, professionalism, adaptability, resilience, and a continuous-improvement mindset.
• Ability to work as a hands-on player-coach while balancing member needs, operational goals, and compliance requirements.
• Must be based in the United States for this remote role.

Nice to have

• Experience managing frontline teams in a contact center or healthcare environment.
• Health insurance or operations experience; Medicare Advantage experience is a plus.
• Strong analytical skills and familiarity with compliance and documentation in regulated environments.
• Bilingual English/Spanish skills are strongly preferred.

Culture & Benefits

• Empathy, authenticity, transparency, psychological safety, diversity, and collaboration are valued.
• Employer-sponsored health, dental, and vision plans with low or no premium.
• Generous paid time off and a parental leave program.
• $100 monthly mobile or internet stipend.
• Stock options for all employees, bonus eligibility for most roles, and a 401(k) program.