Customer Service Manager - Remote

Location: Remote; some travel may be required.

Company

hirify.global provides digital health and healthcare engagement services.

What you will do

• Oversee daily operations, staffing, service levels, and performance of customer service representatives and engagement specialists.
• Manage, coach, train, and support staff while providing regular feedback and addressing performance issues.
• Monitor calls, audits, call volume, quality, KPIs, and contractual service outcomes.
• Handle escalated customer complaints and complex issues, and communicate with clients during implementations and improvement discussions.
• Lead team meetings, recurrent training, and cross-functional process improvement with Customer Service, Workforce Management, Training, and Client Operations teams.
• Establish short- and long-term goals with senior customer service and provider engagement leadership.

Requirements

• At least 2 years of call center customer service experience.
• College degree or demonstrated professional leadership experience.
• Excellent verbal and written communication, sound judgment, critical thinking, organization, and follow-through.
• Experience navigating telephony and computer information systems technology.
• Ability to work all shifts and days as needed, including flexible hours and shifts.
• Proficiency with Microsoft Office and ability to maintain confidentiality and handle difficult discussions.

Culture & Benefits

• Remote work arrangement with some travel possible.
• Equal opportunity employment.
• Employment with an E-Verify-using organization.