Customer Service Manager

Location: United States; remote operation

Company

hirify.global operates a centralized 24/7 virtual call center serving customers.

What you will do

• Directly supervise supervisors, team leads, and customer service representatives.
• Manage daily call center operations and monitor KPIs in real time.
• Conduct audits of customer interactions and implement service improvements.
• Prepare daily, weekly, and monthly performance reports for senior management.
• Create action plans and employee development plans for underperforming metrics and staff.
• Collaborate with IT and other departments to resolve technical and customer-service issues.

Requirements

• Three to four years of management experience in a call center or similar leadership role.
• Experience leading supervisors, team leads, and employees in a call center environment.
• Knowledge of customer service principles and practices.
• Proficiency with call center software and Microsoft Office, including Word and Excel.
• Familiarity with cloud-based phone software and accurate typing at an average speed of 40 WPM.
• Flexibility to work evenings, weekends, and holidays; a background check is required.

Nice to have

• Experience with ServiceTitan and Talkdesk.
• Quality assurance or relevant industry experience.
• High school diploma or GED.

Culture & Benefits

• Competitive salary.
• Medical, dental, and vision plans.
• 401(k) with a 4% company match.
• Paid time off, paid holidays, and paid parental leave.
• Devices and equipment provided.