Client Services Level 4 Lead - Delivery

TL;DR

Client Services Level 4 Lead - Delivery (Customer Support): Leading a team of client service representatives to handle delivery-related inquiries and escalations with an accent on operational efficiency and client satisfaction. Focus on coaching team members, managing high-level escalations, and optimizing delivery scheduling workflows.

Location: Hybrid Corporate Office in Boston Heights, OH

Company

hirify.global is a sustainable furniture and décor company partnering with global artisans to create heirloom-quality pieces.

What you will do

• Lead and support a team in fielding real-time client calls and managing delivery scheduling.
• Resolve high-level escalations, including BBB complaints and requests from regional managers.
• Conduct audits of territory team KPIs and provide continual coaching and annual performance reviews.
• Manage the onboarding and training of new hires within the assigned territory.
• Analyze data and metrics to identify trends and relay potential solutions to the Head of Client Services.
• Coordinate with Logistics and Inventory departments to ensure seamless delivery operations.

Requirements

• High School diploma or equivalent.
• 3-4+ years of customer service experience in a call center environment.
• 1-2+ years of experience in team leadership or management.
• Must be based in or able to work from the Corporate Office in Boston Heights, OH.
• Proficiency in Microsoft Suite; knowledge of Salesforce and STORIS is preferred.
• Strong communication, problem-solving, and prioritization skills.

Culture & Benefits

• Commitment to equal employment opportunity and a workplace free from discrimination.
• Hybrid work arrangement based in a corporate office setting.
• Fast-paced, solutions-oriented environment with a focus on high-quality client care.
• Professional development opportunities through coaching and leadership responsibilities.