H&B Support Manager (HSA/FSA)

Location: Home-based role associated with Oak Brook, Illinois, United States; candidates must be able to work all hours that the internal contact center is open. Remote status and role locations may change, and relocation is not provided.

Salary: $27.00–$32.00 per hour, with potential incentive and bonus opportunities.

Company

hirify.global provides health and wealth solutions including health savings accounts, automatic rollover services, emergency savings, and custody services.

What you will do

• Supervise Support Specialists serving account holders through voice, email, and chat across HSA, FSA, COBRA, and Commuter Services.
• Manage service levels, quality, survey KPIs, schedule adherence, attendance, and after-call metrics.
• Coach and develop employees through one-to-one development, skills transfer, call lab coaching, feedback, performance reviews, and recognition.
• Use service data and account-holder insights to improve efficiency, resolve escalations, and support product enhancements.
• Collaborate with Product, Sales, Technology, Operations, Training, Quality, Talent Acquisition, and Human Resources.
• Oversee daily workflow, hiring and onboarding coordination, compliance training completion, performance improvement plans, and peer coverage.

Requirements

• 5–7 years of servicing experience in a high-volume, fast-paced service center.
• 3+ years of leadership experience.
• Experience managing high-volume customer support operations and maintaining service quality.
• Strong coaching, mentoring, communication, analytical, organizational, and decision-making skills.
• Knowledge of reimbursement accounts such as FSA and HRA for health and benefits services.
• Proficiency with Microsoft products and the ability to navigate multiple computer systems simultaneously; Salesforce/Service Cloud experience is preferred.

Nice to have

• Bilingual language skills.
• Working knowledge of Salesforce/Service Cloud.

Culture & Benefits

• People-first environment centered on trust, respect, transparency, accountability, and collaboration.
• Healthcare benefits and a 401(k) savings plan.
• Company holidays, paid time off, parental leave, and an employee assistance program.
• Remote work arrangement with a home-based location.