Supervisor, Technical Care Res/Bus

Location: Remote USA; candidates must be located in AL, AK, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MN, MO, MS, NC, ND, NE, NM, OR, OK, PA, SC, TN, TX, or UT.

Company

hirify.global and its family of brands provide connectivity services while supporting customers and local communities.

What you will do

• Oversee daily operations for Technical Care Center associates and support accurate, efficient customer issue resolution.
• Monitor service levels, quality expectations, call center performance, queue activity, staffing coverage, and workload trends.
• Review customer feedback, call quality, and operational metrics to identify coaching opportunities and root causes.
• Manage customer escalations and collaborate with internal teams to improve customer and associate experiences.
• Conduct one-on-one discussions, performance evaluations, development conversations, and ongoing coaching.
• Prepare performance updates for leadership and recommend process improvements based on operational data.

Requirements

• Previous experience supervising, coaching, mentoring, or leading associates in a call center, technical support, customer care, or similar environment is preferred.
• Experience with queue management across calls, chats, emails, trouble tickets, or other workloads.
• Strong coaching, communication, conflict-resolution, organizational, and analytical skills.
• Ability to analyze performance metrics, identify trends, handle escalations, and recommend actions that improve service quality and customer outcomes.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel.
• An associate’s degree or equivalent is preferred; relevant leadership, technical support, call center, or customer care experience may substitute.

Culture & Benefits

• Remote work within the specified U.S. states.
• Medical, dental, and vision plans starting on the first day of employment.
• Life insurance, paid vacation, holidays, personal and sick days.
• 401(k) with a 100% company match from day one, up to 5% of eligible compensation.
• Tuition reimbursement of up to $5,250 in the first year, plus recognition and advancement opportunities.
• Inclusive, collaborative work environment with community support initiatives.

Hiring process

• Employment offers are contingent on successfully completing a background check, drug screening, and reference check.