Customer Experience Team Lead

Location: Remote, South Africa

Company

hirify.global operates in the digital health space, with a focus on patient experience and customer operations.

What you will do

• Lead, motivate, and develop a team of Customer Experience Specialists to meet and exceed operational KPIs and SLAs.
• Conduct regular 1:1s, performance reviews, coaching sessions, and development planning.
• Drive process, quality, and operational improvements using performance data to identify trends, risks, and opportunities.
• Develop and refine standard operating procedures to support scalability and compliance.
• Collaborate with Quality on onboarding and continuous development.
• Partner with Product, Engineering, and Operations to improve workflows, operational solutions, and patient experience.

Requirements

• Proven experience managing Customer Experience teams.
• Strong track record of delivering against KPIs, SLAs, and performance metrics.
• Demonstrated ability to deliver measurable improvements in team performance and quality outcomes.
• Excellent communication, coaching, and stakeholder management skills.
• Data-driven mindset with experience using metrics to guide decisions.
• Comfort working in a fast-paced, evolving environment.
• Availability for full-time work of 37.5 hours per week, including possible evening and weekend shifts.

Nice to have

• Experience in digital health, managing queues, or handling patient queries.
• Experience working cross-functionally with Product or Operations teams.

Culture & Benefits

• Remote work from South Africa.
• People-focused, supportive, inclusive, and high-performing team culture.
• Emphasis on collaboration, continuous learning, professional growth, wellbeing, and professional integrity.
• Work may include evening and weekend shift patterns.