Worker Operations Team Lead

TL;DR

Worker Operations Team Lead (Customer Operations): Leading and coaching a team of support agents to ensure high-quality service for healthcare professionals on a marketplace platform with an accent on performance management, data-driven coaching, and operational excellence. Focus on maintaining high quality assurance standards, resolving complex escalations, and fostering a culture of accountability and continuous development.

Location: Remote (Non-U.S. only). Must be available for overlapping working hours with EST and PST time zones and available for weekend shifts.

Company

hirify.global is a profitable, remote-first marketplace connecting healthcare professionals with workplaces, dedicated to uplifting communities through essential staffing solutions.

What you will do

• Monitor agent performance metrics including quality, productivity, and attendance.
• Provide frequent, structured coaching based on QA feedback, metrics, and ticket observations.
• Handle complex customer escalations and resolve team conflicts.
• Maintain coaching logs and deliver regular written feedback to team members.
• Initiate consequence management for low-performing individuals.
• Delegate tasks to high-potential team members to build a culture of learning.

Requirements

• 2+ years of coaching experience in a professional environment.
• 2+ years of people management experience leading customer support teams.
• 2+ years of customer support experience resolving complex issues.
• Ability to work overlapping hours with EST and PST time zones and weekends.
• Technical setup: 15Mbps wired internet, i5 processor or equivalent, 12GB RAM, and a quiet environment.
• Must be based outside of the U.S.

Culture & Benefits

• Remote-first team of over 1,000 people.
• Opportunity to work at a high-growth, profitable Y-Combinator company.
• Focus on data-driven decision making and operational excellence.
• Culture that values accountability, bias for action, and continuous learning.