Customer Experience Supervisor

TL;DR

Customer Experience Supervisor (Customer Support): Overseeing day-to-day operations and management of Customer Care staff and Call Center functions with an accent on performance metrics, quality assurance, and team coaching. Focus on resolving escalated customer issues, driving business efficiency through data analysis, and supporting professional development within the team.

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 a digital safety company that provides an intelligent suite of products to protect millions of consumers against online threats.

What you will do

• Oversee daily Call Center operations and manage Customer Care staff.
• Coach agents to improve work performance, quality, and service standards.
• Perform billing and credit research to resolve complex customer inquiries.
• Analyze daily call result reports and provide statistics to management.
• Facilitate departmental meetings and career pathing discussions.
• Handle escalated customer issues and calls with empathy and professionalism.

Requirements

• Must be located within 50 miles of San Antonio, TX.
• 2-3 years of prior customer service experience in a Call Center environment.
• Demonstrated experience in driving metric results for individuals and teams.
• Proficiency in Salesforce and CRM systems.
• Strong verbal and written communication skills with the ability to relay complex info.
• Reliable home internet with at least 50 Mbps download speed and a dedicated workspace.

Nice to have

• Bachelor's degree.
• Proficiency in Microsoft and Google Suite.

Culture & Benefits

• Competitive salary and retirement savings plans.
• Comprehensive health and wellness benefits.
• Parental leave support.
• Focus on professional growth and career pathing.
• Inclusive, winning team culture with a commitment to digital safety.