Team Lead - Member Care - Orlando (Customer Support)

Location: Orlando, Florida, United States

Salary: $55,000–$65,000 per year, depending on skills and experience

Company

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

What you will do

• Lead, coach, and develop Member Care specialists across support channels.
• Manage daily queue performance, staffing adjustments, attendance, adherence, service levels, and productivity.
• Track CSAT, quality assurance, productivity, and SLA metrics to drive operational improvements.
• Deliver regular coaching and one-to-one sessions, and implement performance improvement plans.
• Ensure compliance with internal policies, documentation standards, and regulatory requirements.
• Handle escalated member issues and support hiring, onboarding, and development in partnership with cross-functional teams.

Requirements

• 2–5+ years of experience in customer support or a call center environment.
• Strong coaching and performance management skills.
• Experience with CRM systems, workforce management tools, Looker, or similar analytics platforms.
• Ability to analyze data and translate insights into operational improvements.
• Excellent communication, escalation, stakeholder influence, ownership, and adaptability.
• Flexibility to adjust schedules and support business needs as required.

Culture & Benefits

• Three weeks of paid time off, increasing with tenure, plus 10 company-paid holidays.
• $100 monthly wellness stipend.
• 401(k) retirement plan with company match.
• Medical, dental, vision, pet, home, auto, disability, life, and legal benefits.
• Paid parental, family, military, and bereavement leave, plus emotional well-being assistance.
• Training and development programs, free hirify.global memberships for the employee and one other person, and discounted memberships for three friends.