Relationship Manager, CX

Location: Chicago, Illinois — remote; Denver, Colorado — hybrid. hirify.global office-based employees are expected to work from the office approximately 2–3 days per week or more depending on the role. The role is limited to the United States locations described in the posting.

Salary: $68,570–$84,000 per year in Chicago and Denver; final compensation varies by location, experience, and expertise.

Company

hirify.global provides payroll, health insurance, 401(k), and HR products for small businesses and supports more than 500,000 businesses nationwide.

What you will do

• Serve as the primary contact for B2B and SMB customers, consulting on complex plan inquiries through email and phone.
• Own Tier 2 cases end to end, troubleshoot issues, document technical bugs, and coordinate escalations with Engineering.
• Identify at-risk customers and develop retention strategies involving service improvements, pricing flexibility, or product enhancements.
• Partner with Sales, Product, Engineering, and Operations to advocate for customers and improve the customer experience.
• Translate customer feedback and client data into actionable insights for product and process improvements.
• Educate customers on the platform and use AI tools to improve service efficiency and solution quality.

Requirements

• 3+ years of experience in customer service or contact center environments.
• 3+ years in a full-time customer support or customer care role, preferably managing customer relationships; retirement experience is strongly preferred.
• Strong analytical thinking, problem-solving, organization, judgment, adaptability, and customer-retention skills.
• Excellent, empathetic communication and the ability to influence and collaborate across functions.
• Technical proficiency with Google Workspace, support platforms such as Zendesk, Intercom, Gong, and Jira, CRMs, and AI tools.
• Professional integrity and respectful communication across office, Slack, and other channels.

Culture & Benefits

• Full-time employees receive competitive base pay, benefits, and equity in the form of RSUs.
• AI is an integral part of work at hirify.global, with expectations to build role-relevant AI fluency.
• Secure, reliable, and consistent internet access is required when working outside a hirify.global office.
• hirify.global supports an inclusive workplace and provides reasonable accommodations for qualified candidates and employees.