Sr. Customer Experience Manager (100% Remote)

Location: Remote/work from home in the United States; requires authorization to work for any US employer without current or future visa sponsorship. Travel up to 5%, including possible overnight and out-of-state travel.

Salary: $110,000–$115,000 per year plus a 10% bonus.

Company

hirify.global provides FCC-certified telephone captioning services using automatic speech recognition, human captioning, and technology designed primarily for seniors and people who are hard of hearing.

What you will do

• Lead Customer Support Supervisors and remain accountable for team performance, productivity, quality, service levels, and results.
• Hire, onboard, train, coach, assess, develop, and retain supervisors and support team talent.
• Set operational objectives, manage scheduling and attendance support, delegate work, and address employee relations concerns with Human Resources when escalated.
• Improve customer lifecycle management, adoption, retention, problem resolution, quality assurance, call and chat oversight, and CRM-based customer sentiment collection.
• Analyze customer support data, conduct system audits and call calibrations, and identify improvements to products and services with management, marketing, product, and business systems teams.
• Deliver customer experience KPIs, monthly reports, and key insight presentations to senior leadership.

Requirements

• 7–10 years of leadership experience.
• 5–7 years of customer service and/or technical support experience, preferably in telecommunications and/or a technology-based environment.
• At least four years of support experience in a call center environment or proven technical ability.
• Bachelor’s degree or equivalent years of direct experience leading productive teams.
• Respectful, outstanding leadership skills and the ability to motivate colleagues toward business goals.
• Ability to plan and manage at strategic and tactical operational levels, overcome obstacles, and plan contingencies.
• Strong analytical, planning, budgeting, influencing, presentation, verbal and written communication, problem-solving, organizational, and time-management skills.
• Ability to work collaboratively, manage multiple priorities and demanding timeframes, exercise discretion, make sound decisions, and maintain confidentiality.
• Proficiency in MS Office, Salesforce CRM, RingCentral, InContact, and modern virtual-team communication tools including Microsoft Teams, Word, PowerPoint, and Excel.
• Willingness and ability to work flexible hours and travel up to 5%, including some overnight travel.

Culture & Benefits

• Remote work environment primarily based at home, with occasional customer, vendor, or business meeting locations during travel.
• Flexible, collaborative, fast-paced environment focused on integrity, accountability, collaboration, service, and quality.
• Company-provided workshops, training, and professional development opportunities.
• Comprehensive benefits program and potential 10% performance bonus.
• Commitment to inclusion, diversity, privacy, security, and professional customer service.

Hiring process

• Applications are personally reviewed by the talent acquisition team.
• Potentially suitable candidates are contacted regarding fit and next steps.