Manager, Member Support (AI TravelTech)

Location: Remote - US

Salary: $89,000–$105,000 USD base pay, plus equity; annual bonus may apply depending on the role.

Company

hirify.global is an AI-native travel technology platform powering business travel, group travel, human agents, and AI agents for more than 40,000 customers and nearly 2 million travelers.

What you will do

• Lead a blended team of internal Member Support Specialists, temp-to-hire associates, and BPO partner teams across voice, chat, and email.
• Coach direct reports through 1:1s, call and case reviews, hospitality and customer-service development, performance goals, and retention practices.
• Own CSAT, CPH, QA, Productive Adherence, and SLA results; analyze drivers, create action plans, and report outcomes in Weekly Business Reviews.
• Lead an assigned BPO pod, including vendor performance, process adherence, accountability, onboarding, nesting, ramp goals, and temp-to-hire recommendations.
• Partner with Workforce Management and QA on queue monitoring, staffing, attendance, calibration, DSAT root-cause analysis, and measurable coaching plans.
• Handle escalations, manage high-volume events, improve processes with AI and analytics tools, conduct interviews, manage team administration, and participate in the Manager on Duty rotation, including some weekends.

Requirements

• 3+ years of people leadership experience in a contact center or customer-support setting; experience managing through team leads or supervisors is preferred.
• Strong people-leadership, relationship-building, coaching, active-listening, and retention skills.
• Experience with contact-center metrics including CSAT, CPH/productivity, QA, adherence, SLA, shrinkage, and attrition, with the ability to explain performance drivers and corrective actions.
• Experience leading through high-volume surges or launching new lines of business.
• Hands-on reporting ability and a solution-based approach to issue resolution.
• Strong time management, organization, execution speed, thoroughness, creativity, and bias toward action.
• Willingness to learn and continue developing for the team.

Nice to have

• Experience with Workforce Management tools such as Assembled, BI tools such as Hex or Looker, and AI assistants.
• Experience in the hospitality or travel technology industry.

Culture & Benefits

• Servant-leader environment focused on team development, recognition, collaboration, and ownership.
• Use of AI, automation, analytics, conversation intelligence, and sentiment tools to improve efficiency and coaching.
• Fully remote work for this US-based role within a broader hybrid-hub model.
• Base compensation includes equity for all employees; some roles may include bonuses or commissions.
• Benefits vary based on employment type, location, and other factors.