Sr. Supervisor, Customer Support Quality (Marketplace)

TL;DR

Sr. Supervisor, Customer Support Quality (Customer Support): Managing a global team of Quality Associates to ensure consistency and effectiveness of the CS Quality program with an accent on QA framework evolution and operational enhancement. Focus on translating quality insights into actionable improvements and aligning QA capacity with business needs.

Location: Remote (Portugal)

Salary: €40,000 – €50,000

Company

hirify.global is a marketplace platform that connects people with Taskers to handle everyday home to-do’s.

What you will do

• Manage, coach, and develop a global team of 5 to 10 CS Quality Associates across multiple regions.
• Own QA performance metrics and reporting, continuously evolving the QA framework and evaluation rubrics.
• Ensure alignment of QA standards across US and EU operations and partner with BPO vendors to maintain shared expectations.
• Collaborate cross-functionally with CS Operations, Training, and Policy teams to drive continuous process improvement.
• Forecast QA evaluation volumes and partner with Workforce Management (WFM) to ensure optimal capacity and resourcing.

Requirements

• 2+ years of experience in a people management role.
• Strong background in Quality Assurance within Customer Service or a similar environment.
• Experience working with global teams across multiple time zones and managing BPO relationships.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication and stakeholder management skills.
• Must be based in Portugal.

Nice to have

• Experience building or scaling QA programs.
• Familiarity with specialized QA tools, scorecards, and calibration processes.
• Experience working in fast-paced, high-growth environments.

Culture & Benefits

• Flexible hybrid/remote work environment.
• Inclusive and diverse company culture with a focus on equity.
• Generous time off, including two company-wide closure weeks.
• Stipends for wellness, productivity, and education, as well as hirify.global product stipends.
• IKEA discounts and reproductive health support.