Customer Service Supervisor (Mortgage)

Location: Fully remote within Arkansas, Florida, Iowa, Kansas, Michigan, Missouri, Nebraska, Oklahoma, Tennessee, or Texas; in-person/hybrid work is available near a company office.

Company

hirify.global provides mortgage lending and servicing services with a culture focused on employee growth, ownership, and community impact.

What you will do

• Lead, coach, mentor, and develop the Customer Service team through meetings, one-on-one sessions, performance reviews, and career development.
• Monitor call volumes, complaints, interaction trends, quality scores, and performance metrics; prepare and present monthly reports to management.
• Resolve highly escalated customer inquiries, including complaints submitted to the CFPB and other regulatory agencies.
• Develop and maintain KPIs, investigate root causes, identify process or system gaps, and implement sustainable improvements.
• Partner with Servicing Management and Human Resources on workforce planning, staffing analysis, employee relations, performance management, and personnel matters.
• Recruit, interview, and hire Customer Service employees and contribute to cross-functional initiatives, training, and departmental projects.

Requirements

• Minimum 3–5 years of customer service experience required; 3–5 years of mortgage customer service and/or general mortgage experience preferred.
• Equivalent combinations of education, experience, and training may be considered.
• Effective spoken, written, and reading English is required. Strong spelling, grammar, email, and written communication skills are essential.
• Ability to understand simple instructions, correspondence, and memos; write clear correspondence; and present information effectively to customers, coworkers, and employees.
• Ability to perform all essential job duties satisfactorily, including prolonged sitting at a desk and computer work.
• Strong work ethic, dependability, teamwork, and a consistently positive attitude are valued.
• Knowledge of applicable mortgage servicing regulations, including CFPB, RESPA, GLBA, and FDCPA, is required for successful performance.

Nice to have

• Spanish or other language proficiency.

Culture & Benefits

• Full-time employment with a culture centered on employee success, growth, ownership, and team support.
• Health, dental, and vision coverage.
• 401(k) with company Safe Harbor contributions and an Employee Stock Ownership Plan.
• Paid time off, paid holidays, life insurance, and disability insurance.
• Healthcare advocacy services through HealthJoy.