Customer Experience Team Lead

Location: Onsite in the Richmond, Virginia office, US

Company

hirify.global provides digital, consumer-focused travel insurance for Americans, combining whole-trip protection with proprietary technology, 24/7 assistance, claims processing, and reimbursements.

What you will do

• Lead, mentor, and support a team of 10–15 customer experience agents.
• Manage daily operations, schedules, shift coverage, and customer interaction volumes.
• Conduct quality assurance reviews and coaching sessions to improve agent performance.
• Handle escalations and manager calls while supporting frontline and senior agents.
• Track KPIs, analyze team performance, and improve operational efficiency.
• Interview, evaluate, and select candidates in partnership with Talent Acquisition.

Requirements

• 2+ years of experience as a team lead, manager, or supervisor in a customer support environment.
• Experience with shift management, workforce optimization, and/or customer communication tools.
• Strong coaching, communication, problem-solving, and team development skills.
• Experience tracking KPIs and using reports to improve performance.
• Technological proficiency with a focus on AI-driven solutions.
• Experience with Front and/or Talkdesk is advantageous.

Culture & Benefits

• Work as part of a global customer experience team.
• Contribute to travel products and support services that affect real travelers.
• Join a company launched in 2022 with a collaborative and growth-oriented environment.