Customer Service Supervisor (Late Shift)

TL;DR

Customer Service Supervisor (Late Shift): Lead and coach a customer service team to deliver exceptional service across all communication channels with an accent on escalations, KPI-driven performance, and continuous process improvement. Focus on resolving complex customer issues, using data and reports to identify trends, and ensuring consistent service quality for customers and brand partners.

Company

hirify.global is a global luxury fashion marketplace connecting customers with brands and boutiques worldwide.

What you will do

• Oversee daily customer service operations and progress toward operational targets.
• Train, coach, and develop Customer Service Advisors.
• Handle customer escalations and act as the escalation point for complex cases.
• Provide product/service information and respond to related inquiries.
• Represent hirify.global to customers and brand partners across communication channels.
• Relay customer feedback to internal teams to support service improvements.

Requirements

• Experience in customer service, ideally in fashion, retail, luxury, or e-commerce.
• Previous experience leading, coaching, or supporting a customer service team.
• Ability to organize workloads, manage priorities, and support day-to-day team operations.
• Strong problem-solving skills for resolving escalations effectively.
• Analytical mindset with ability to use data and reports to improve performance.
• English: Fluent (excellent written and verbal communication) and available for the late shift (Saturday–Wednesday, 2pm–11pm).

Culture & Benefits

• Health insurance for the whole family.
• Flexible working environment with well-being support and tools.
• Training opportunities and free access to LinkedIn Learning.
• Flexible benefits program.