Manager, Services - Managed Reputation Services

TL;DR

Manager, Services (Managed Reputation Services): Managing a team of specialists to oversee the online reputation of global enterprise brands with an accent on high-quality output and adherence to SLAs. Focus on strategic development of response services, ensuring all team responses are accurate and align with client-specific guidelines.

Location: Remote

Company

hirify.global is the leading brand visibility platform, built for a world where discovery and engagement happen everywhere.

What you will do

• Lead, coach, and develop a team of Specialists responsible for daily review management across platforms like Google and Yelp.
• Oversee onboarding of new Specialists, ensuring they master the diverse brand voices and technical processes required for our clients.
• Monitor individual metrics and quality, providing regular feedback to ensure team members meet productivity goals and exemplify our client’s standards.
• Manage rigorous QA processes to ensure all team responses are accurate in grammar/spelling and align with client-specific guidelines.
• Ensure the team meets or exceeds Service Level Agreements (SLAs) regarding response times and volume handling for high-volume queues.
• Serve as a point of contact for high-level client inquiries and/or execution adjustments as required.

Requirements

• 3+ years of experience in customer support leadership, or reputation management, with at least 1 year of people management experience.
• Superior command of English with the ability to coach others on conversational nuance, tone, and sophisticated prose.
• Proven ability to manage high-volume workflows, prioritize team resources, and maintain quality control in a fast-paced environment.
• Strong business acumen and experience communicating directly with professional clients regarding service updates and strategy.
• Familiarity with SaaS platforms and the ability to train others on technical workflows and navigation.

Culture & Benefits

• Engaging culture where every employee has the opportunity to contribute to the success of the Company.
• Employees and applicants of all backgrounds and demographics are welcomed.
• Committed to building a results-driven.
• Reasonable accommodations to people with disabilities as required by applicable law.