ATLAS Seasonal Supervisor

Location: Remote - Arizona - United States; hybrid schedule with onsite work required three days per week. From November to December, work onsite three full days weekly from 9:00 a.m. to 6:00 p.m. Pacific Time. From January to April, work Sunday through Thursday from 1:00 p.m. to 9:00 p.m. Pacific Time, with at least four onsite hours per day.

Company

hirify.global is a financial technology platform offering products including TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Oversee Service Desk operations, incoming support contacts, workload, staffing, escalations, and issue resolution.
• Establish and monitor SLAs, service-level performance, quality standards, and request-handling procedures.
• Analyze ticket data, support trends, documented resolutions, and operational reports to identify improvements.
• Support hiring, onboarding, training, coaching, and professional development for Service Desk technicians.
• Conduct weekly quality reviews and provide actionable feedback based on calls, chats, contacts, tickets, and performance data.
• Partner with leadership and cross-functional teams to resolve recurring issues and improve operational effectiveness.

Requirements

• At least 3 years of experience in a related field.
• Progressive experience supervising or leading a technical support, Help Desk, Service Desk, or customer support team.
• Experience managing SLAs, support deliverables, operational performance, and team quality.
• Strong coaching, performance management, relationship management, communication, documentation, and organizational skills.
• Ability to research and troubleshoot technical and operational issues and explain technical concepts to technical and non-technical audiences.
• Ability to meet the seasonal closing-shift, Sunday–Thursday schedule, weekend coverage, and onsite requirements.

Culture & Benefits

• Customer-focused, collaborative environment emphasizing accountability and continuous improvement.
• Competitive compensation package with performance-based rewards.
• Potential eligibility for cash bonus, equity rewards, and benefits according to applicable plans and programs.