Team Leader (Customer Service)

Location: Remote. Work schedule: Sunday to Friday, 9am to 4pm EST; occasional changes may be required for team training and management.

Company

hirify.global provides staffing and recruitment support, placing professionals with client companies.

What you will do

• Oversee three remote Customer Service Representatives across multiple shifts.
• Learn the call flow, systems, scripts, and procedures by initially joining agent shifts.
• Train and coach new and existing agents on call handling, communication, procedures, and service standards.
• Monitor calls and recordings to assess empathy, professionalism, accuracy, script adherence, and overall quality.
• Coordinate schedules, staffing coverage, and agent replacements.
• Act as the primary contact for operational questions, resolve day-to-day issues, and escalate significant concerns.

Requirements

• Previous experience as a call center team leader, supervisor, or similar people leader.
• Experience managing and coaching customer service representatives.
• Strong coaching, training, organizational, time-management, problem-solving, and escalation-management skills.
• Strong written and verbal English communication skills and an empathetic, professional communication style.
• Ability to assess calls, provide actionable feedback, and handle sensitive interactions with patience.
• Comfort working independently in a remote environment with reliable internet and a suitable home-based workspace.

Nice to have

• Experience managing inbound customer service or call center teams.
• Experience with call recording and quality assurance processes.
• Experience with call center software, CRM systems, or virtual phone systems.
• Background in pet care, veterinary services, healthcare, hospitality, or another sensitive customer service environment.

Culture & Benefits

• Remote, home-based work environment.
• Schedule aligned with EST business hours, Sunday through Friday.
• Opportunity to support a compassionate service for grieving pet owners.