Manager, Customer Service I

Location: Plantation, Florida, United States; some travel may be required, under 25%

Salary: $50,000–$60,000 annually

Company

hirify.global operates an e-commerce destination for pet parents and partners.

What you will do

• Lead and develop a team of 10–25 customer service representatives across phone, email, chat, and social media channels.
• Build talent management strategies, including succession planning, talent reviews, promotions, and individual development plans.
• Use operational data, trends, and behavioral patterns to create coaching strategies and improve productivity.
• Review customer interactions, score calls, calibrate quality evaluations, and ensure adherence to service, empathy, resolution, and product knowledge standards.
• Manage corrective actions, employee concerns, retention checks, and performance improvement plans in partnership with HR and Operations.
• Prepare reports and recommend process improvements to optimize resources, efficiency, and customer satisfaction.

Requirements

• 2–5 years of experience in customer service or a call center environment.
• Management experience with at least 5 direct reports.
• Ability to manage high volumes of information and data, multitask, and adapt to changing priorities.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite.
• Willingness to work evening shifts and perform other duties as needed.

Culture & Benefits

• Work in a customer service operations environment focused on customer trust and convenience.
• Support team learning, development, and ongoing product training.
• Participate in engagement activities and business initiatives affecting the customer service team.
• Equal opportunity employment and accommodation support during the hiring process and employment.