Manager, Vetify Supplier Support (B2B Customer Support)

TL;DR

Manager, Vetify Supplier Support (B2B Customer Support): Leading supplier support operations across internal teams and BPO partners with an accent on case management efficiency, AI adoption, and process standardization. Focus on optimizing support workflows, improving CSAT/NPS metrics, and managing multi-site BPO performance.

Location: Hybrid (Tues-Thur in office). Candidates residing within commutable distance to Lehi, Utah or Calgary, Canada are strongly preferred.

Company

hirify.global provides supply chain risk management and supplier compliance software to ensure workplace safety and regulatory adherence.

What you will do

• Lead Vetify Supplier Support operations, overseeing internal frontline teams and external BPO partners across phone, chat, and email.
• Manage and coach Team Leads to ensure consistent performance management and professional development.
• Optimize day-to-day case management, including routing, prioritization, and backlog resolution.
• Drive the adoption of AI and automation tools to improve support efficiency and supplier experience.
• Establish and maintain standardized process documentation and operating procedures.
• Monitor key metrics such as CSAT, NPS, and SLA adherence to identify trends and implement action plans.

Requirements

• 5+ years of experience managing a call center or support center, including leadership of first-line supervisors.
• Demonstrated success managing multi-site or BPO operations.
• Strong knowledge of support operations, SLAs, and queue management.
• Experience with Salesforce Service Cloud or a similar CRM platform.
• Familiarity with leveraging AI in support operations (chatbots, virtual assistants, prompting).
• Must be based within commutable distance to Lehi, Utah or Calgary, Canada for a hybrid schedule.

Culture & Benefits

• Hybrid work arrangement (Tues-Thur in office, Mon/Fri work from home).
• Customer-centric culture focused on accountability, continuous learning, and high performance.
• Collaborative environment working with cross-functional partners in Product, IT, and Operations.
• Focus on professional growth and empowering employees to solve complex supplier challenges.