Member Support Lead

Job Summary

A company is looking for a Member Support Lead to oversee daily operations and support a team of Member Support Agents.

Key Responsibilities

• Oversee daily team workflows and serve as the point of contact for escalations and issue triage
• Deliver feedback and coaching to Senior MSAs while monitoring team performance signals
• Collaborate with Workforce Management on scheduling and workload distribution to ensure efficient staffing

Required Qualifications

• Experience in operational decision-making and prioritizing tasks effectively
• Proven ability to manage and develop individual contributors through coaching and performance management
• Strong ownership and accountability mindset for team performance and operational outcomes
• Ability to thrive in fast-paced, high-volume environments while managing multiple priorities
• Experience in delivering coaching and feedback to improve team performance