Supervisor, Technical Customer Care

TL;DR

Supervisor, Technical Customer Care (MedTech): Leading and mentoring a team of 12-15 technical support representatives to ensure operational excellence and high-quality service delivery. Focus on driving team performance, managing ticket queues and SLAs, and serving as the primary escalation point for complex technical issues in the homecare technology sector.

Location: Must be based in or able to commute to Bloomington, MN (On-site 5 days/week)

Salary: $75,000–$80,000

Company

hirify.global is a comprehensive end-to-end technology platform dedicated to connecting patients, providers, and managed care organizations to improve home-based healthcare outcomes.

What you will do

• Lead, coach, and develop a team of 12-15 support staff through regular 1:1s and feedback.
• Manage daily operational health including ticket queues, backlog levels, and SLA adherence.
• Act as the primary escalation owner for complex or high-impact customer issues.
• Analyze performance metrics to identify operational risks and implement corrective action plans.
• Collaborate with Quality Assurance to address staff development and improvement opportunities.
• Perform evaluations and ensure consistency in department policies and performance standards.

Requirements

• 3+ years of experience in managing a technical customer care team.
• Proficiency in Salesforce and strong overall technical skills.
• Proven ability to manage team priorities, workflow, and department efficiency.
• Strong interpersonal and relationship-building skills.
• Must be able to work assigned shifts, including Saturday or Sunday.
• Must be able to work on-site 5 days per week in Bloomington, MN.

Nice to have

• Experience supporting SMB or non-tech savvy personas.
• Experience supporting software with freemium platform models.

Culture & Benefits

• Competitive health plans and company-paid holidays.
• Paid time-off and 401K retirement program with company match.
• Supportive environment focused on continuous improvement and innovation.
• Opportunities to impact the homecare ecosystem and improve patient lives.