Supervisor, Solutions Support

TL;DR

Supervisor, Solutions Support (Software): Managing the daily operations of the support team to ensure timely and accurate resolution of service tickets with an accent on team performance, SLA compliance, and cross-functional collaboration. Focus on acting as an escalation point for complex issues, coaching team members, and driving process improvements to deliver exceptional customer experiences.

Location: Must be based in Toronto, ON, Canada. This is a hybrid role requiring on-site presence at 155 University Avenue on Tuesday, Wednesday, and Thursday.

Company

hirify.global provides technology platforms and services to help organizations communicate effectively with their clients, partners, and employees.

What you will do

• Monitor ticket queues to ensure client SLAs are met and act as an escalation point for critical issues.
• Coach and manage team performance to improve accuracy, productivity, and customer service skills.
• Act as a liaison between the support team and internal departments like Sales, Product, IT, and Customer Success.
• Track and report on team KPIs to drive performance and define criteria for successful execution.
• Participate in creating and supporting customer journey processes to deliver exceptional service.
• Act as incident commander in the absence of senior management.

Requirements

• Bachelor’s degree or equivalent professional experience required.
• Minimum 4 years of professional experience in fast-paced customer service environments.
• 1 year of management experience preferred.
• Advanced computer skills in Microsoft Office.
• Exceptional verbal and written communication skills with the ability to translate between business and technical terms.
• Must be available for a Monday–Friday, 1:00 p.m. – 10:00 p.m. ET shift.

Culture & Benefits

• Hybrid work model with flexibility for remote work on Mondays and Fridays.
• Opportunity to work in a diverse and inclusive environment.
• Focus on professional development and team coaching.
• Collaborative culture working across multiple internal technical and service teams.