Customer Care Supervisor

TL;DR

Customer Care Supervisor: Leading a customer care team that services calls and tickets from accounts, patients, and internal business partners with an accent on coaching, quality monitoring, and multi-channel escalations. Focus on driving daily call center operations, auditing queue work for accuracy and timeliness, and improving processes through critical thinking and documentation.

Location: Remote - US

Salary: $70,000.00 - $88,000.00

Company

hirify.global is a digital healthcare company delivering clinically actionable insights from wearable biosensors and cloud-based analytics.

What you will do

• Lead a team of Customer Care Advocates (Advocates, Advanced, and Senior) and support achievement of individual and departmental goals.
• Provide coaching and constructive feedback, including live call listening, live monitoring, and call calibration.
• Back up the team by taking calls/tickets as needed based on volume.
• Own daily call center operations, including monitoring inbound calls, device returns, email requests, and outbound calls.
• Review and audit queue work for quality, accuracy, and timeliness; handle multi-channel, multi-level escalations.
• Evaluate and streamline processes through improved procedures and technology; complete required 1:1s and quarterly goal reviews.

Requirements

• English: strong verbal and written communication skills required
• Minimum 3–5 years of customer service leadership experience (preferably in healthcare/medical sales non-insurance settings) or 24–36 months in customer care advocate roles with continued advancement (internal candidates).
• Experience with Salesforce Customer Relationship Management (or similar CRM environment).
• Proficiency with Microsoft Office (Word, Excel, PowerPoint).
• Understanding of data analytics to align metrics and research; ability to use critical thinking to solve complicated issues and document findings.
• Travel: travel requests to IRC locations throughout the year; attendance may be mandatory

Culture & Benefits

• Fast-paced, collaborative work environment focused on patient-first outcomes.
• Inclusive workforce with equal opportunity employment.
• Reasonable accommodations available for qualified individuals with disabilities during the application process.
• Estimated pay range provided; compensation may vary based on job-related factors including work location.

Hiring process

• Interviews and hiring communications are conducted via an @hirify.globaltech.com email address.
• Written offers are extended via a formal offer letter from an @hirify.globaltech.com email address.