Manager, Member Support

Role overview Lead a customer support team serving members through voice, chat, and email. You’ll manage a blended group of internal specialists and external partner teams, coach performance, and keep service quality and productivity on track, including during high-volume periods.

Responsibilities - Coach direct reports through regular one-to-ones, call and case reviews, and development plans tied to individual goals. - Guide an assigned partner team, working with its supervisors on performance, process consistency, coaching, and accountability. - Support new-hire onboarding and ramp-up, track progress at 30, 60, and 90 days, and advise on hiring transitions. - Monitor customer satisfaction, productivity, quality, schedule adherence, and service levels; explain results and present follow-up plans in weekly reviews. - Coordinate daily workflow and staffing with workforce management, including queue and backlog monitoring, shift changes, and attendance. - Investigate quality trends and customer dissatisfaction, handle escalations, and turn findings into measurable coaching or process improvements. - Use reporting and automation tools to identify coaching opportunities, reduce manual work, and improve team efficiency.

Requirements - At least three years of people leadership in contact center or customer support; experience managing team leads or supervisors is preferred. - Strong coaching, relationship-building, and team-retention skills. - Working knowledge of support metrics such as customer satisfaction, productivity, quality, adherence, service levels, shrinkage, and attrition. - Experience reviewing reports and leading through demand surges or new service launches. - Organized, attentive communicator who can work quickly while maintaining accuracy and a practical approach to resolving issues. - Ability to take ownership of team and customer outcomes and adapt plans based on performance data.

Nice to have - Familiarity with workforce management, business intelligence, or AI assistant tools. - Background in hospitality or travel technology.

Benefits and work setup - Base pay range listed as $89,000–$105,000 USD; equity is included, and some roles may offer a bonus. - Hybrid-hub model, with remote work or office-based options depending on the role. Some weekend coverage is part of a Manager on Duty rotation.