Customer Support Supervisor

TL;DR

Customer Support Supervisor: Overseeing day-to-day operations and management of Customer Care staff and Call Center functions with an accent on coaching agents, handling escalated issues, and maintaining technical proficiency. Focus on driving business growth and efficiency through innovative ideas and data-driven strategic improvements.

Location: Must be based in the greater San Antonio, TX area (within 50 miles of city center)

Salary: $55,000-60,000

Company

hirify.global is on a mission to create a safer internet with its suite of intelligent digital safety products.

What you will do

• Perform billing & credit research to resolve customer inquiries.
• Conduct customer credit request reviews and approvals.
• Act as liaison between Service Center and clients and between Service Center and other departments.
• Analyze daily call result reports, update spreadsheets, and provide statistics to Service Center staff and management.
• Handle and resolve escalated customer issues and calls when necessary.
• Facilitate career pathing discussions with team members to support professional growth.

Requirements

• 2-3 years prior customer service experience, preferably in a Call Center environment.
• Excellent verbal & written communication skills with attention to detail and the ability to relay complex information in a digestible format to others.
• Ability to comprehend complex instructions, correspondence, and regulations.
• Ability to interpret and leverage data to identify trends and drive strategic improvement.
• Proven ability to juggle multiple tasks and seamlessly adjust to changing priorities and schedules.
• Reliable home internet (minimum internet download speed of 50 mbps) and dedicated workspace to ensure confidentiality.

Nice to have

• Bachelor's degree (preferred).
• Working knowledge of internal CRM’s and Salesforce.
• Proficiency in Microsoft and Google Suite.

Culture & Benefits

• Committed to offering a generous package to support employees in all aspects of their life in and out of work.
• Packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more!
• Committed to being an inclusive community where all feel welcome.