Team Lead, Customer Care

Location: Oxford, MS, United States

Annual pay range: USD 41,000–50,960

Company

hirify.global provides property intelligence, data, and technology solutions for the global property industry.

What you will do

• Resolve complex customer tax inquiries and escalated calls through specialized customer care support.
• Mentor newer associates and provide guidance on standard processes through chat and phone.
• Monitor daily queues and schedules using contact center management tools to support SLA compliance.
• Navigate and update customer records in MSP, Blackknight, Sagent, Salesforce, Cisco Finesse, and related telephony systems.
• Apply standard operating procedures and escalate unique deviations when necessary.
• Identify workflow bottlenecks and recurring customer pain points, providing improvement feedback to management.

Requirements

• High school diploma, equivalent vocational training, or relevant experience.
• At least 3 years of professional contact center or related customer care experience.
• Experience with contact center systems and telephony tools is highly preferred.
• Exposure to workforce management and scheduling tools such as Calabrio is a strong asset.

Culture & Benefits

• Flexible working model, competitive time off, and health coverage options.
• Generous PTO, 11 paid holidays, well-being time off, and volunteer time off.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• 401(k) with company match and vesting after one year.
• $400 annual well-being stipend and tuition assistance up to $5,250.
• Recognition rewards, referral bonuses, and employee discounts.