Supervisor, Customer Care Center, Digital Banking

TL;DR

Supervisor, Customer Care Center, Digital Banking (Customer Support): Leading the daily performance, development, and engagement of a 15–17-person digital banking customer care team with an accent on coaching, real-time performance management, escalations, and regulatory compliance. Focus on interpreting KPIs and SLAs, resolving complex customer issues, strengthening service quality, and supporting call center staffing and process improvements.

Location: Remote within the United States; evening and Saturday availability may be required. A minimum internet speed of 75 Mbps download and 25 Mbps upload is required.

Salary: $77,000–$82,000 per year.

Company

hirify.global is a nationwide full-service bank and commercial lender providing personal banking services and financing solutions to middle-market businesses and investors.

What you will do

• Supervise 15–17 Customer Care Advocates and own daily productivity, performance, and quality outcomes.
• Provide coaching, on-the-job training, structured one-to-ones, and individualized development plans.
• Handle complex customer escalations and provide real-time guidance to frontline representatives.
• Monitor KPIs and SLAs through call reviews, scorecards, calibration sessions, and performance feedback.
• Conduct performance reviews, counseling, progressive discipline, recognition, and employee retention activities in partnership with HR.
• Support staffing plans, training initiatives, call center strategy, and customer experience improvements.

Requirements

• At least 4 years of call center or contact center experience in financial services; deposit or fraud operations experience is preferred.
• At least 4 years of supervisory experience with demonstrated ability to coach, develop, and motivate frontline employees.
• High school diploma or GED required; an associate degree is preferred.
• Strong analytical, problem-solving, organizational, communication, and time-management skills.
• Working knowledge of core call center processes, banker desktop and phone systems, and Microsoft Office tools.
• Ability to work remotely within the United States, meet the required internet speed, and work evenings and Saturdays when needed.

Culture & Benefits

• Collaborative, inclusive, flexible, and recognition-oriented work environment.
• Mission-driven culture focused on responsible banking, client success, innovation, and regulatory compliance.
• Remote work may be supported through technology at management discretion.
• Employment is at-will.