Supervisor Client Service (AI)

Location: Den Haag, Netherlands

Company

hirify.global Holdings, LLC. operates a client service function supported by Service Desk and specialist finance teams.

What you will do

• Lead daily Service Desk activities, allocate work, set priorities, and maintain appropriate operational coverage.
• Monitor queues, workloads, service levels, customer requests, and overall team performance.
• Act as the senior operational contact for complex questions, unresolved incidents, escalations, and complaints.
• Use approved AI-assisted quality tools to review agent interactions, provide feedback, and agree improvement actions.
• Support recruitment, onboarding, training, performance reviews, and ongoing team development.
• Supervise specialised second-line finance agents, coordinate routing and escalation, and report recurring service and quality improvements.

Requirements

• HBO-level education or equivalent professional experience.
• At least two years of relevant customer service or Service Desk experience.
• Experience with service levels, queue management, quality monitoring, operational reporting, and service desk systems.
• Strong people-leadership, coaching, prioritisation, analytical, organisational, and problem-solving skills.
• Ability to handle complex customer questions, escalations, complaints, procedures, and training guidance.
• Excellent Dutch and English, with high integrity, confidentiality, accuracy, and accountability.

Culture & Benefits

• Work includes collaboration with customers, colleagues, managers, and specialist teams.
• Responsibilities require strict adherence to information security, privacy, and data-protection policies.
• The role emphasises customer service quality, confidentiality, operational accuracy, and continuous improvement.