Membership Services Team Lead (Customer Support)

TL;DR

Membership Services Team Lead (Customer Support): Leading a team of support representatives to resolve member challenges related to app, hardware, and billing with an accent on performance coaching and service delivery targets. Focus on driving team KPIs, implementing AI-driven efficiency tools, and maintaining a high-performing culture in a fast-paced environment.

Location: Hybrid (Limerick, Ireland). Must be eligible to live and work in Ireland and available to work onsite 4 days per week.

Company

hirify.global is a human performance company that empowers members through a deeper understanding of their bodies and daily lives.

What you will do

• Manage a team of 10–15 Membership Services Representatives with varying schedules.
• Drive team performance by conducting regular 1:1s, coaching, and shadowing sessions to meet KPIs.
• Identify training gaps and partner with L&T and Content teams to implement development plans.
• Resolve escalated member issues and provide high-quality support for hardware and app queries.
• Utilize AI-driven tools to improve team efficiency and support data-informed decision-making.
• Maintain administrative workflows and support cross-functional department projects.

Requirements

• Previous Team Leader or Manager experience in a contact center environment.
• Must be eligible to live and work in Ireland.
• Must be available to work at the Limerick office 4 days per week.
• Flexibility to work overnight shifts between 7:00 pm and 8:00 am (Monday–Sunday).
• Excellent written and verbal communication skills.
• Proven track record of troubleshooting issues and resolving problems effectively.

Culture & Benefits

• Competitive base salary and a generous equity package.
• Hybrid work model with one remote day per week.
• Inclusive and motivating team culture focused on human performance.
• Individualized coaching and growth plans for professional development.