Manager, Customer Care - Tax Escalations

Location: Dallas, TX; hybrid work with an expectation of being in the office 1-2 days per week and attending "Moments that Matter" events. Management rotation may include evening shifts up to 8 p.m. CST during the Q4 busy season.

Annual pay range: $77,700-$85,000 USD

Company

hirify.global provides property intelligence, technology, and insights across the real estate and property ecosystem.

What you will do

• Lead approximately 15-18 Customer Care Tier 2 Associates and a Team Lead through coaching, development, and performance management.
• Oversee daily and weekly operations, schedules, after-call work targets, utilization, and adherence to service policies.
• Manage performance against First Call Resolution, Average Handle Time, quality scores, SLAs, and Net Promoter Score objectives.
• Resolve client escalations, provide status updates and business reviews, and support contract compliance.
• Lead adoption of omnichannel support tools, dashboards, chat, and AI agents.
• Partner with peer leaders to provide aligned leadership and consistent Tier 2 support.

Requirements

• 5+ years of relevant experience in a client-centric environment such as real estate, mortgage, or escrow.
• 4+ years of leadership experience in a customer service environment.
• Bachelor’s degree or equivalent work experience covering management principles and practices.
• Experience managing customer service teams, with contact center management experience preferred.
• Ability to work in the required hybrid model and participate in evening-shift management rotation as needed.

Nice to have

• Familiarity with MSP/BlackKnight, Sagent, Valon, iAssist, or LSAMs.
• Lean Six Sigma experience.
• Experience using AI-powered tools to improve operational efficiency and team effectiveness.

Culture & Benefits

• Inclusive and collaborative work environment focused on innovation, professional growth, and employee recognition.
• Generous PTO, 11 paid holidays, well-being time, and volunteer time off.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• Multiple medical plan options with mental health and wellness support.
• 401(k) with company match, a $400 annual well-being stipend, and tuition assistance up to $5,250.