Senior Supervisor, Global Customer Support Services

Location: Onsite at the Irvine office, California, with a secondary location at the San Jose headquarters

Salary: $83,900–$111,800 per year

Company

hirify.global builds storage systems and data infrastructure for hyperscale data centers, cloud platforms, and enterprise environments supporting the AI-driven data economy.

What you will do

• Execute global customer support operational workstreams covering staffing readiness, telecom, channels, reporting, workflows, tools, and service delivery.
• Partner with project managers to track milestones, risks, actions, operational impacts, readiness, and implementation support.
• Validate changes to phone, chat, email, social, self-service, escalation workflows, routing, queues, staffing coverage, and service-level performance.
• Coordinate regional support teams, vendors, telecom, IT, workforce, reporting, and quality teams across multiple regions and languages.
• Review operational data to identify service risks, backlog concerns, staffing gaps, queue performance issues, and efficiency opportunities.
• Coordinate UAT, operational testing, launch readiness, training confirmation, communications, leadership updates, and post-launch issue resolution.

Requirements

• 6+ years of experience in customer support, contact center operations, global support coordination, workforce support, telecom support, process improvement, or related leadership roles.
• Bachelor’s degree or equivalent experience preferred.
• Strong knowledge of contact center operations across voice, chat, email, social, self-service, escalations, queues, routing, service levels, backlog, quality, staffing, and reporting.
• Experience supervising or supporting operations across multiple regions, vendors, languages, or channels.
• Working knowledge of IVR, call routing, queue configuration, channel coverage, average speed of answer, abandonment rate, workforce management, forecasting, scheduling, occupancy, adherence, and capacity planning.
• Experience with operational data, dashboards, UAT, process rollouts, regional coordination, system access, and post-launch follow-up; familiarity with CRM, contact center, reporting, ticketing, and collaboration platforms.

Nice to have

• Experience in consumer electronics, technology, warranty, product support, or global customer service operations.
• Experience with BPO or support partners, telecom changes, queue management, routing updates, operational dashboards, or contact center reporting.
• Familiarity with AI-enabled support tools such as agent assist, chatbots, translation, quality automation, speech and text analytics, auto-summarization, or reporting automation.

Culture & Benefits

• Full-time exempt employment with paid vacation and sick leave.
• Medical, dental, vision, life, accident, disability, flexible spending, and health savings account benefits.
• Potential eligibility for short-term incentives, long-term incentives, restricted stock units, and the employee stock purchase plan.
• 401(k) savings plan, tuition reimbursement, transit benefits, employee assistance, and other voluntary benefit programs.
• Inclusive workplace with equal employment opportunities and accommodation support throughout the hiring process.