Manager, Member Care

Location: Orlando, Florida, United States; onsite

Company

hirify.global is building a secure identity platform designed to make physical and digital experiences safer and easier.

What you will do

• Own the digital member support strategy and daily operations for Premium Experience 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 support, focusing on responsiveness, resolution quality, and member satisfaction.
• Partner with Product, Engineering, Operations, and other stakeholders to improve digital member experiences.
• Establish support processes, escalation frameworks, quality standards, knowledge management practices, and operating procedures.
• Use member feedback, operational data, engagement metrics, and frontline insights to improve self-service, efficiency, and service quality.

Requirements

• 5+ years of experience leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibility.
• Experience managing high-touch, premium, and white-glove support programs across digital and omnichannel environments.
• Experience coaching frontline leaders and building accountable, high-performing teams.
• Ability to use reporting, customer insights, and operational metrics to identify trends and drive decisions.
• Experience partnering with Product, Engineering, and cross-functional stakeholders to deliver customer-focused digital solutions.
• Experience with digital support channels, self-service, knowledge management, automation, or AI-enabled customer experiences.

Culture & Benefits

• Bright offices with open-plan workspaces, conference rooms, and casual co-working areas.
• Catered lunches and fully stocked kitchens.
• Stipends and reimbursement programs supporting well-being and learning and development.
• 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.