Director of Customer Service Operations (PropTech)

Location: Remote within the United States

Salary: $150,000–$175,000 base; OTE $175,000–$225,000 plus equity

Company

hirify.global is a venture-backed proptech company building a real estate platform and adjacent businesses across the home transaction journey.

What you will do

• Own service quality, capacity, and performance across Customer Success and Matching, establishing measures and converting customer and performance insights into priorities.
• Build and manage an improvement roadmap spanning process, technology, automation, and staffing; partner with Product, Data, and Operations to test, measure, and scale changes.
• Lead end-to-end customer matching operations and Customer Success across phone, email, SMS, escalations, issue resolution, routing, handoffs, and documentation.
• Improve match quality, service standards, capacity, coverage, and response times while reducing manual work.
• Lead, coach, and develop team leads and individual contributors, setting expectations, ownership, accountability, and performance standards.
• Handle customer contacts and matching work during staffing gaps, urgent issues, or key learning periods, then use that experience to improve operations.

Requirements

• 10+ years of experience in customer-facing operations with direct responsibility for service, quality, capacity, and performance.
• 3+ years in a people leadership role, including management of frontline individual contributors and managers, leader development, performance management, and frontline involvement.
• Experience building or improving service operations, including workflows, ticketing, routing, escalations, documentation, onboarding, and reporting.
• Strong business judgment and the ability to make sound decisions using customer insights and imperfect data.
• A track record of using process improvements, technology, and automation to produce measurable gains in service quality or capacity.
• Experience leading teams through high volume and changing priorities while influencing senior leaders and cross-functional partners.

Nice to have

• Experience in real estate, proptech, or another technology-enabled service business.
• Familiarity with HubSpot, Front, or Five9.

Culture & Benefits

• Fully remote work within the United States.
• Medical, dental, vision, and life insurance; 18 days of paid time off increasing with tenure; and 10 paid holidays.
• Annual professional development budget, paid tenure sabbaticals, and a Clever homeownership benefit.
• Work-from-home stipend, 401(k) plan administered through Betterment, and 6–12 weeks of paid parental leave.
• Free counseling sessions and optional weekly meditation.