Supervisor, Customer Service (Contact Center Environment) #4895

Location: Durham, North Carolina, United States. Hybrid schedule with at least 60% or 24 hours per work week onsite; the schedule may change based on team and business needs. Travel of approximately 5% may be required.

Company

The role is part of hirify.global's Sales & Marketing – Customer Experience & Insights department.

What you will do

• Supervise daily customer service operations and ensure timely responses to customer inquiries and escalations.
• Assign workloads and monitor service levels, productivity, and departmental performance.
• Coach, mentor, and provide performance feedback to customer service coordinators.
• Resolve escalated customer issues and support onboarding and training for new team members.
• Collaborate with Sales, Operations, Technical Support, Finance, Product, Software, and Lab Operations.
• Identify improvements to customer service processes, policies, tools, and performance metrics.

Requirements

• Bachelor's degree in Business, Communications, or a related field, or an equivalent combination of education and experience.
• 5+ years of relevant customer service experience in a call center environment, including 1–2 years as a team lead, senior coordinator, or supervisor.
• Experience monitoring service quality through reports, call monitoring, and case audits, with the ability to implement corrective actions.
• Strong leadership, coaching, communication, organization, problem-solving, and analytical skills.
• Proficiency with customer service systems, CRM platforms, and office productivity tools; Salesforce experience is highly preferred.
• Ability to work in an office or call center environment with frequent computer and telephone use and possible exposure to laboratory materials and equipment.

Nice to have

• Knowledge of clinical laboratory regulations, including CAP, CLIA, NYSDOH, or ISO 15189.
• Knowledge of protected health information requirements, including HIPAA and GDPR.
• Customer service experience in call center operations.

Culture & Benefits

• Flexible hybrid work arrangement combining office and home-based work.
• Work in a customer-focused environment with changing operational needs.
• Cross-functional collaboration across commercial, technical, product, finance, software, and laboratory teams.