GCS Executive Customer Care Supervisor

Location: Atlanta, Georgia, United States. Full-time hybrid schedule: in-office 5 days per week for the first 3–6 months, then 3 days per week. Working hours are Friday–Tuesday, 9:30 a.m.–6:00 p.m., with weekend, holiday, daytime, and evening coverage required.

Salary: $65,000 gross base pay per year.

Company

hirify.global operates a global marketplace for buying and selling tickets to live events, serving customers in 195 countries through hirify.global and viagogo.

What you will do

• Lead, mentor, and coach a customer care team to exceed service and performance targets.
• Monitor CSAT, SLAs, contact quality, escalation trends, and other team metrics.
• Resolve executive-level customer escalations with timely, customer-focused outcomes.
• Partner with cross-functional teams to improve processes, operational efficiency, and the customer journey.
• Maintain accurate customer interaction and resolution records in the CRM system.
• Run team meetings, reinforce performance expectations, and support employee development through coaching and goal setting.

Requirements

• 3+ years of experience in customer service or a related field.
• 1+ years of supervisory or leadership experience in customer service.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office and CRM systems.
• Ability to multitask, prioritize workloads, and perform in a performance-driven environment.
• Ability to work the specified Friday–Tuesday schedule and meet the required in-office attendance.

Nice to have

• Certifications or formal training in customer service or leadership development.

Culture & Benefits

• Growth-focused environment with autonomy to lead experiments and tests at scale.
• Competitive compensation and benefits package.
• Paid time off and paid parental leave.
• 401(k) and health, vision, and dental insurance.
• Supportive, high-trust environment focused on accountability, collaboration, well-being, and professional development.