Technical Resolution Supervisor

Location: 100% remote from the United States; candidates must be authorized to work for any employer in the US without current or future visa sponsorship.

Salary: $67,000–$80,000 per year.

Company

hirify.global provides near real-time telephone captioning services and technology that help seniors and people with hearing loss communicate more independently.

What you will do

• Lead, coach, mentor, and develop a team of 12–15 Technical Resolution Specialists.
• Oversee training procedures, policies, onboarding, talent development, succession planning, and recruitment.
• Monitor service-level agreement compliance, attendance, procedures, regulatory guidelines, and team records.
• Analyze performance and technical resolution data to identify trends and improvement opportunities.
• Use ITIL-based processes to manage incident and request intake, triage, categorization, and resolution.
• Troubleshoot technical issues, identify recurring root causes, and collaborate with cross-functional teams to improve customer experience.

Requirements

• High school diploma or equivalent; an associate’s degree or higher is preferred.
• At least 3 years of customer service or technical support experience, preferably in a technology-based environment.
• At least 1 year of supervisor or leadership experience in an inbound contact center.
• Demonstrated ability to coach team members, manage performance, solve problems, communicate clearly, and organize multiple priorities.
• Ability to work independently, exercise discretion, maintain confidentiality, and operate at both strategic and tactical levels.
• Willingness to work flexible schedules, including weekends, and proficiency with Microsoft Office, Microsoft Teams, and Slack.

Nice to have

• Professional and business writing experience.
• Technical understanding of modems, routers, VoIP, DNS, VPN, TCP/IP, DHCP, telephone technology, network monitoring platforms, or diagnostic tools.

Culture & Benefits

• 100% remote work from a home environment.
• Collaborative culture focused on integrity, accountability, service, quality, continuous learning, and knowledge sharing.
• Company-provided workshops, training, and professional development opportunities.
• Reasonable workplace accommodations are available in accordance with applicable disability laws.

Hiring process

• Applications are reviewed personally by the talent acquisition team.
• Legitimate recruiters contact candidates only from verified @hirify.global.com email addresses.