Customer Service Supervisor (Healthcare)

Location: Mississauga, Ontario, Canada; onsite role

Salary: CAD 77,760–116,640 annually, including base salary and estimated target payout under the Management Incentive Compensation Plan.

Company

hirify.global develops healthcare solutions guided by a mission to save and sustain lives.

What you will do

• Lead daily customer care and contact center operations to achieve service levels, workload targets, quality standards, and customer satisfaction goals.
• Coach, develop, and inspire customer service professionals through feedback, performance discussions, and individualized development plans.
• Analyze operational metrics, customer feedback, NPS results, and service trends to identify process and customer experience improvements.
• Resolve complex customer inquiries and escalations while maintaining strong customer relationships.
• Partner with Workforce Management and cross-functional teams to optimize staffing, resource allocation, and operational readiness.
• Drive continuous improvement by evaluating workflows, identifying root causes, and implementing sustainable solutions with Supply Chain, Sales, Marketing, Accounts Receivable, and Commercial teams.

Requirements

• Bachelor’s degree.
• 4+ years of experience in contact center operations, customer service leadership, or customer support management.
• 4+ years of experience leading and developing employees, including performance management, coaching, and employee engagement.
• Experience monitoring operational metrics, workforce planning, SLAs, and KPIs.
• Strong analytical and problem-solving skills, including identifying trends, evaluating data, and implementing effective solutions.
• Excellent communication, presentation, and relationship-building skills, with the ability to collaborate across multiple business functions.
• Demonstrated ability to lead change, build high-performing teams, and foster a positive, inclusive work environment.

Nice to have

• Experience leading customer service or contact center teams in healthcare, medical devices, pharmaceuticals, consumer healthcare, or another regulated industry.
• Knowledge of customer experience programs, quality monitoring, and continuous improvement methodologies.
• Familiarity with workforce management tools, contact center technology platforms, and performance reporting systems.

Culture & Benefits

• Culture built around courage, trust, collaboration, ownership, and accountability.
• Commitment to an inclusive work environment and equal employment opportunity.
• Compensation includes base salary and an estimated target payout under the Management Incentive Compensation Plan; incentive payments depend on company and individual performance.
• Application information is retained for 3 years in accordance with legislative requirements.
• AI tools may assist with candidate screening and qualification evaluation; final hiring decisions are made by the hiring manager and recruitment team.