Team Leader Customer Experience - PCC

Location: Wilmington, OH, United States

Salary: $58,000–$73,563 per year

Company

hirify.global provides IT hardware, software, cloud, cybersecurity, professional services, and technology integration solutions to businesses, schools, and government agencies.

What you will do

• Supervise customer experience coordinators supporting active projects and maintain smooth operations and customer satisfaction.
• Manage escalations, reports, service requests, change requests, shipments, inventory issues, and order exceptions.
• Coordinate onboarding, training, coaching, performance assessments, and career development for direct reports.
• Monitor quality assurance, ensure tickets and orders meet customer specifications, and resolve non-standard processing issues.
• Coordinate value-added production activities, improve processes, and support new customer projects entering active production.
• Collaborate with Sales, PMO, Product Management, Technical Services, Production, Quality, Purchasing, Customer Care, and Finance.

Requirements

• Bachelor's degree or an equivalent combination of education and work experience.
• Strong knowledge of Microsoft Windows, Word, Excel, PowerPoint, OneNote, and Teams.
• Experience with systems and tools such as FileMaker, ServiceNow or another incident management system, ERP systems, Bartender, Pega, Avaya, VPN, and Citrix.
• Ability to document processes, create standard operating procedures and job aids, and manage training schedules.
• Knowledge of service-level objectives and agreements, receiving, shipping, and inventory control procedures.
• Strong organizational, decision-making, management, coaching, and communication skills in a fast-paced environment.

Culture & Benefits

• Medical insurance, 401(k) plans, and a total rewards package.
• Free therapy visits, mental health coaching, meditation resources, and other well-being support.
• Paid vacation, sick time, Wellness Time Off, and Volunteer Time Off.
• Equal opportunity workplace with a diverse range of backgrounds and perspectives.