Service Resolution Manager (Customer Support)

TL;DR

Service Resolution Manager (Customer Support): Managing day-to-day execution of operational strategies across onshore and offshore teams to deliver high-quality customer outcomes with an accent on performance management, SLA delivery, and cross-functional collaboration. Focus on optimizing operational systems, coaching high-performing teams, and driving continuous service improvement.

Location: Hybrid (Requires 1 day per week in the London office). Must be based in the UK.

Company

The hirify.global Group connects people to experiences worth sharing and aims to be the world’s most trusted source for travel and experiences.

What you will do

• Translate operational strategy into clear execution plans and targets for onshore and offshore teams.
• Manage real-time service delivery, monitoring KPIs, backlogs, and productivity to ensure high-quality outcomes.
• Partner with Vendor, Workforce, Training, and Quality management to align priorities and resolve issues rapidly.
• Lead, mentor, and coach a high-performing global team, fostering a culture of accountability and ownership.
• Analyze operational data and reporting to identify trends and build business cases for process improvements.
• Enforce regulatory, safety, and internal policy standards across all operational sites.

Requirements

• 5+ years of experience in operations management within a contact center or customer support environment.
• 5+ years of experience as a People Manager managing both regional and global teams.
• Must be based in the UK.
• Proven track record of managing outsourced teams against SLAs and performance targets.
• Experience working closely with Workforce Management, Training, and Quality functions.
• Ability to interpret performance metrics and use operational data to drive decisions and forecasting.

Culture & Benefits

• Competitive compensation packages including base salary and annual bonuses.
• Flexible "Work your way" approach to collaboration and scheduling.
• Annual lifestyle benefit for travel, wellness, or personal use.
• Tuition assistance for qualified professional development programs.
• Comprehensive health benefits and an employee assistance program.
• Travel discounts and annual charitable donation matching.