GCS Senior Manager - High Impact Customer Service

Location: Hybrid in Atlanta, Georgia, United States — 3 days in the office and 2 days remote. Full-time day shift, Monday–Friday, with occasional evening and weekend flexibility required based on business needs.

Company

hirify.global operates a global marketplace for buying and selling tickets to live events, serving customers in 195 countries through hirify.global and viagogo.

What you will do

• Develop strategic initiatives to improve customer service performance, customer experience, and organizational results.
• Lead, mentor, and develop customer service managers and supervisors.
• Set and monitor departmental KPIs and service level agreements, identifying improvements and driving performance excellence.
• Use data and partner with analytics resources to identify trends, increase resolution rates, and reduce customer contacts.
• Collaborate cross-functionally on process improvements, efficiency, compliance, and service enhancements.
• Prepare performance reports with metrics, insights, and recommendations for senior leadership while fostering accountability and continuous improvement.

Requirements

• At least 4 years of experience in customer service leadership or a related role, with demonstrated success.
• 5+ years of experience in a customer service-related industry preferred.
• Proven success leading teams to achieve and exceed performance targets.
• Strong strategic leadership, strategic thinking, change management, performance management, team-building, customer focus, adaptability, communication, analytical, and problem-solving skills.
• Demonstrated ability to extract insights from data and use performance metrics to drive continuous improvement.
• Proficiency in Microsoft Office and CRM software.

Nice to have

• Experience working in a performance-driven culture.
• Certification in customer service management or relevant training.

Culture & Benefits

• Hybrid work arrangement with a day-shift schedule and occasional flexibility for business needs.
• Accelerated growth environment supporting skill and career development.
• Paid time off.
• Comprehensive benefits including 401k and health, vision, and dental insurance.
• Inclusive culture focused on togetherness, trust, accountability, collaboration, and continuous improvement.