Customer Advisor Supervisor (Sacramento)

Location: Hybrid remote in Sacramento, USA; the role supports California residents and may require up to 25% travel.

Salary: $75,000–$85,000 per year

Company

hirify.global (CSD) supports the Deaf and Disabled Telecommunications Program (DDTP), focused on accessible telecommunications services and equipment.

What you will do

• Lead and supervise the Customer Advisors team, ensuring high-quality service and compliance with state and organizational standards.
• Organize training on accessible telecommunications options and equipment, and provide performance feedback and coaching.
• Manage scheduling, task allocation, and resource use across the team.
• Coordinate customer service activities with the Field Operations Director and other managers.
• Analyze customer interactions and service records, resolve issues, and improve customer satisfaction.
• Handle escalated complaints and complex inquiries; prepare performance reports and presentations for senior management and stakeholders.

Requirements

• Bachelor’s degree in Social Sciences, Public Relations, Business, Communications, or a related field, or equivalent professional experience.
• At least three years of experience leading a statewide program.
• At least five years of experience supervising teams of 10 or more on projects involving statewide programs.
• At least five years of experience building relationships with clients and internal and external stakeholders, communicating with executive-level audiences, and managing progress or service-status updates.
• At least three years of experience working with an Enterprise Resource Planning (ERP) system, such as Oracle NetSuite, Microsoft Dynamics, or Salesforce.
• Excellent writing, presentation, listening, relationship-building, project management, analysis, planning, organization, prioritization, and multitasking skills.
• Ability to lead a diverse statewide staff, build coalitions, influence diverse populations, and understand community support, advocacy, and employment needs of deaf and hard-of-hearing individuals.
• Knowledge of government and community systems at local, state, and federal levels.
• Proficiency in Microsoft Office and ERP systems; compliance with privacy, information security, and regulatory requirements is required.

Nice to have

• Ability to communicate effectively using American Sign Language.
• Bilingual fluency in Spanish, Korean, or Chinese (Mandarin or Cantonese).

Culture & Benefits

• Full-time position in a largely self-directed virtual office environment.
• Regular collaboration with team members and stakeholders via phone, videophone, and text messaging.
• Work requires compliance with company policies, procedures, and values.
• Occasional lifting or moving of items up to 20 pounds may be required.
• Travel may be required up to 25% of the time.