Customer Care Supervisor

TL;DR

Customer Care Supervisor: Leads a Claims Support team responsible for resolving complex and escalated customer issues with an accent on daily operations, quality, and KPI performance. Focus on coaching and developing team members, partnering cross-functionally to resolve system issues, and ensuring accurate, compliant, and timely resolutions.

Location: Remote, U.S.

Salary: $68,000–$72,000 per year

Company

hirify.global is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions that enhance customer satisfaction and drive revenue growth.

What you will do

• Oversee daily claim workflows, ensuring accuracy, timeliness, and adherence to compliance requirements within Required SLAs.
• Own team performance across CSAT, Quality, Productivity, Aging, and SLA, translating results into clear action plans.
• Coach and develop team members through 1:1s, performance management, and targeted development plans.
• Conduct regular quality audits leveraging findings for targeted coaching and process refinement.
• Serve as the escalation lead for high-risk and executive-level customer issues.
• Partner cross-functionally to resolve real-time system issues and workflow failures.

Requirements

• Minimum of 5 years experience in claims management, contact center operations, or BPO management.
• Experience managing remote agents and both voice and written channels in contact center operations.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills.
• Proficiency in data and reporting tools (e.g., Google Suite, Excel, Tableau).
• Problem-solving mindset with a proactive approach to identifying and resolving issues.

Culture & Benefits

• Work with a great team from diverse backgrounds in a collaborative and supportive environment.
• Competitive salary with full medical, dental, and vision benefits.
• Stock in an early-stage startup growing quickly.
• Generous, flexible paid time off policy.
• 401(k) with Financial Guidance from Morgan Stanley.