Sr Supervisor, SRT

Location: Lehi, Utah, United States. Hybrid work model with in-office attendance required on Tuesdays, Wednesdays, and Thursdays; remote placement is not considered. The role primarily follows Mountain Time and may require monthly, quarterly, or as-needed travel. Relocation is available based on job level.

Salary: $65,000–$80,000 annual base salary, plus potential annual bonus and benefits.

Company

hirify.global provides focused financial products and mobile-first banking services designed to help people make financial progress.

What you will do

• Lead approximately 16 cross-skilled Service Response Team associates supporting up to 12 lines of business.
• Coach associates across phone and non-phone workflows through one-to-ones, call reviews, QA results, and real-time feedback.
• Use adherence, AHT, QA, and cross-skill readiness data to identify coaching opportunities, performance gaps, training needs, and process improvements.
• Maintain associate proficiency by reinforcing procedures, sharing updates, and supporting consistent application of feedback.
• Partner with SRT management, WFM, L&D, QA, and department leaders on cross-skilling, queue coverage, training readiness, and team performance.
• Guide associates through complex situations while building ownership, call control, confident resolution, flexibility, accountability, and continuous improvement.

Requirements

• At least 2 years of leadership experience in Operations, including coaching, performance management, and feedback delivery.
• Experience coaching with performance data, call observations, and QA feedback, with strong attention to detail in documenting trends and follow-up actions.
• Ability to balance priorities across multiple business areas and support teams through change and cross-skilling.
• Strong communication and problem-solving skills, including the ability to identify trends, process gaps, and training opportunities.
• Ability to work primarily on Mountain Time and attend the Lehi office three days per week.

Nice to have

• Experience leading or supporting a multi-skilled team.

Culture & Benefits

• Work environment centered on fairness, simplicity, accountability, flexibility, and continuous improvement.
• Medical, dental, and vision plans for employees and their families.
• 401(k) matching, health and wellness programs, and flexible time off for salaried employees.
• Up to 16 weeks of paid parental leave.
• Opportunity to opt out of AI-assisted interview recording, transcription, and summarization.

Hiring process

• Some interviews may be recorded, transcribed, and summarized using AI tools.
• Candidates may opt out of recording, transcription, and summarization before scheduled interviews.