Manager, Client Services Help Desk

Location: United States (Remote); primarily home-office based with reliable high-speed internet and cellular coverage; occasional travel may be required for meetings, training, or business needs, up to 10%.

Salary: $73,000–$91,200 annually; eligible for an annual discretionary bonus.

Company

hirify.global operates a B2B e-commerce marketplace platform for surplus assets, including GovDeals, Bid4Assets, Sierra, and related marketplaces.

What you will do

• Lead, coach, develop, and manage Client Services Help Desk Representatives, including hiring, performance management, training, scheduling, and coverage.
• Oversee phone, email, chat, and support-request channels; ensure timely resolution and documentation of client inquiries, platform issues, bidder concerns, and operational requests.
• Support marketplace operations including auction creation, listing management, account access, bidder activity, asset removal, client onboarding, web training, and account maintenance.
• Manage production support, escalations, IT requests, and cross-functional resolution of application, system, and operational issues with Product, Technology, Infrastructure, Accounting, Sales Support, Marketing, and Operations.
• Monitor help desk metrics, develop operational reports, provide performance insights, and identify workflow inefficiencies.
• Maintain documentation, knowledge articles, workflows, and standard operating procedures; support change management, user acceptance testing, process validation, system implementations, and special projects.

Requirements

• 5+ years of client service, operational support, help desk, or customer support experience.
• Experience managing escalations and complex client issues, with strong client service and relationship management skills.
• Strong verbal and written communication, advanced problem-solving and critical-thinking skills, analytical and reporting capabilities, and strong attention to detail.
• Process improvement and operational optimization experience; ability to manage multiple priorities and deadlines.
• Experience with ticketing systems, client relationship management systems, and operational reporting.
• Proficiency with Microsoft Office, Teams, SharePoint, and related business applications.
• Ability to lead teams in a fast-paced, service-oriented environment and collaborate across departments.
• Ability to make sound decisions with limited supervision, manage change, lead through ambiguity, and demonstrate integrity, accountability, and professionalism.

Nice to have

• Associate's or Bachelor's degree in Business, Communications, Information Systems, Operations, or a related field.
• 2+ years of leadership or team management experience.
• Experience supporting software applications, online marketplaces, or SaaS platforms.

Culture & Benefits

• Remote home-office work environment with video, phone, and electronic communication.
• Healthcare including medical, dental, vision, prescription drugs, and FSAs.
• 401(k) plan, paid time off, holidays, and paid parental leave.
• Life and disability insurance and an Employee Assistance Program.
• Professional development and tuition assistance.