Support Team Lead

Company

hirify.global builds technology for delivery services, connecting customers, merchants, and couriers across more than 500 cities in 30 countries.

What you will do

• Manage up to 30 support associates through feedback sessions, team-building activities, and 1:1 meetings.
• Oversee daily customer support operations and maintain protocols that improve response quality and team performance.
• Collaborate with the Support Manager and other team leads on customer satisfaction and operational efficiency strategies.
• Support recruitment, onboarding, training, and professional development for support team members.
• Monitor performance and customer satisfaction metrics, analyze data, and report insights to senior management.
• Provide emergency shift support when urgent issues occur.

Requirements

• Experience managing teams in a customer support environment; prior customer support shift experience is welcomed.
• Ability to motivate and lead a team toward high performance and engagement.
• Excellent verbal and written communication skills, including the ability to explain complex issues clearly and adapt communication style to the audience.
• Ability to interpret data and metrics for managerial decision-making; experience with customer support software and tools is preferred.
• Ability to handle unexpected challenges quickly and competently.
• Strong customer focus and a proven record of improving customer satisfaction.
• Flexibility to adjust working hours when necessary to manage the team effectively.

Culture & Benefits

• Hybrid arrangement: occasional remote work is permitted, but designated office days must be followed.
• Regular working hours, with work outside regular business hours only during emergencies.
• Open to both internal and external candidates.
• Inclusive environment focused on diverse teams, equal opportunity, and professional growth.