Lead Customer Care Specialist (Mobility)

TL;DR

Lead Customer Care Specialist (Customer Support): Overseeing the daily operations of Work Zone programs with an accent on queue monitoring and resolution of complex customer issues. Focus on analyzing queue metrics, managing call center escalations, and improving customer experience processes.

Location: Hybrid (Mesa, Arizona); must be able to operate in office and/or at home

Company

hirify.global provides smart mobility and transportation solutions to improve road safety and efficiency.

What you will do

• Oversee daily operations of Work Zone programs, monitoring customer queues to ensure timely issue resolution.
• Analyze queue metrics to identify trends and implement areas for improvement.
• Act as the primary contact for escalated customer issues, providing clear and concise communication.
• Collaborate with internal teams to develop and refine processes impacting customer experiences.
• Generate and analyze daily and monthly reports to track performance and accuracy.
• Support call center operations, including monitoring calibrations and maintaining compliance with standards.

Requirements

• High School Diploma or equivalent.
• Intermediate proficiency in Microsoft Office (Word, Outlook, SharePoint, and Excel).
• Strong knowledge of customer service processes and best practices.
• Demonstrated ability to solve complex problems and make decisions under pressure.
• Must be based in Mesa, Arizona, and able to work in office and/or at home.
• Must pass a drug test, background check, and fingerprinting.

Culture & Benefits

• Performance-driven environment focusing on accountability and innovation ("Own It").
• High standards of integrity and ethical behavior ("Do What’s Right").
• Courageous culture that prioritizes progress and challenging assumptions over comfort.
• Collaborative atmosphere that values diversity and global thinking ("Win Together").