Manager, Member Care

Location: Orlando, Florida, United States; onsite

Company

hirify.global builds a secure identity platform designed to make physical and digital experiences safer and easier for more than 43 million members.

What you will do

• Own digital member support strategy and daily operations for premium support experiences and channels.
• Lead, coach, and develop Team Leads and Specialists through performance management and career planning.
• Define and improve SLAs across chat, email, messaging, and phone, focusing on responsiveness, resolution quality, and member satisfaction.
• Partner with Product, Engineering, Operations, and other stakeholders to improve digital member experiences throughout the member lifecycle.
• Establish support processes, escalation frameworks, quality standards, knowledge management practices, and operating procedures.
• Build performance reporting for senior leadership and use member feedback, operational data, and engagement metrics to drive improvements.

Requirements

• 5+ years of experience leading digital customer support, customer experience, member services, or service operations teams.
• Direct people management experience, including coaching frontline leaders and building accountable teams.
• Experience managing high-touch, premium, or white-glove support programs across digital and omnichannel environments.
• Experience using reporting, customer insights, and operational metrics to improve service and member experiences.
• Experience with digital support channels, including chat, email, self-service, knowledge management, automation, or AI-enabled customer experiences.
• Ability to communicate effectively with frontline employees, peer leaders, executives, and external stakeholders.

Culture & Benefits

• Bright, energetic offices with open-concept workspaces, conference rooms, and casual co-working areas.
• Catered lunches and fully stocked kitchens.
• Learning and development stipends and reimbursement programs.
• Comprehensive healthcare, family-building benefits, flexible time off, and an annual wellness stipend.
• Free OneMedical memberships, a hirify.global Plus membership, and a 401(k) retirement plan with employer match.