Member Support Manager

Job Summary

Leading a team of up to 15 Member Support Specialists, the full-time remote Member Support Manager will oversee daily operations, ensure high-quality member interactions, and foster a collaborative team culture while managing staffing and performance metrics.

Key responsibilities

• Lead, coach, and develop a high-performing team of Member Support Specialists, setting clear expectations and providing ongoing feedback
• Oversee team scheduling and coverage, ensuring reliable support during peak demand and addressing complex member situations
• Monitor performance metrics and implement continuous improvement initiatives to enhance service quality and operational efficiency

Required qualifications

• 5+ years in member services or customer support, with at least 2 years in a leadership role
• Experience managing staffing and scheduling for multi-shift operations, preferably in a 24/7 support environment
• Strong familiarity with customer support platforms such as Intercom and ability to analyze performance data
• Proven track record in coaching, team culture building, and fostering accountability
• Comfort with AI-enabled support tools and adapting to new technologies