Customer Service Manager

TL;DR

Customer Service Manager: Leading and coaching a team of representatives to deliver high-quality support across multiple channels with an accent on operational excellence and performance management. Focus on analyzing KPIs, streamlining workflows, and collaborating cross-functionally to enhance the overall customer experience.

Location: Fully Remote

Company

hirify.global is an education technology company focused on providing professional development and certification solutions.

What you will do

• Lead, coach, and inspire a team of Customer Service Representatives to foster a culture of accountability and exceptional service.
• Oversee daily operations, ensuring timely and high-quality support across phone, email, and case management channels.
• Establish and monitor KPIs such as response times, resolution rates, and customer satisfaction.
• Analyze operational data and customer feedback to identify trends and recommend process improvements.
• Collaborate with cross-functional teams including Product, Marketing, and Sales to resolve issues and improve the customer journey.
• Evaluate and refine customer service policies, procedures, and tools to support scalability.

Requirements

• Bachelor's degree in Business, Communications, or equivalent experience.
• 5+ years of customer service experience, including at least 2 years in a leadership or supervisory role.
• Proven track record of improving service delivery and operational performance.
• Proficiency with CRM platforms, customer service software, and reporting tools.
• Strong analytical and problem-solving skills with the ability to make data-driven decisions.
• Excellent communication, coaching, and relationship-building abilities.