Customer Advisor Supervisor

Location: Hybrid remote; virtual office environment. Travel may be required up to 25%.

Salary: $75,000–$85,000 per year.

Company

hirify.global delivers customer support through the Deaf and Disabled Telecommunications Program for residents who use specialized telecommunications equipment because of disabilities.

What you will do

• Lead and supervise Customer Advisors, ensuring high-quality service and compliance with program and state standards.
• Organize training and development on accessible telecommunications options and equipment.
• Monitor performance, provide coaching, and analyze customer interaction records to improve service outcomes.
• Manage scheduling and task allocation to support efficient use of resources.
• Coordinate customer service activities with the Field Operations Director and other managers.
• Resolve escalated complaints and complex inquiries, and prepare performance reports and presentations for senior stakeholders.

Requirements

• Bachelor’s degree in Social Sciences, Public Relations, Business, Communications, or a related field, or equivalent professional experience.
• At least 3 years of experience leading a statewide program.
• At least 5 years of experience supervising teams of 10 or more on statewide programs.
• At least 5 years of experience managing relationships with clients and internal and external stakeholders, including executive-level communication.
• At least 3 years of experience working with an ERP system such as Oracle NetSuite, Microsoft Dynamics, or Salesforce.
• Strong writing, presentation, project management, relationship-building, and knowledge of deaf and hard-of-hearing community support needs.

Nice to have

• Ability to communicate effectively using American Sign Language.
• Bilingual fluency in Spanish, Korean, Mandarin, or Cantonese.

Culture & Benefits

• Work in a largely self-directed virtual office environment.
• Collaborate with teams and stakeholders through phone, videophone, and text messaging.
• Follow privacy policies, information security protocols, and other regulatory requirements.
• Occasional lifting or moving of items up to 20 pounds may be required.
• Travel may be required up to 25%.