Member Support Manager
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Job Summary
Leading a dynamic team of Member Support Specialists, the full-time remote Member Support Manager will drive performance metrics such as Customer Satisfaction and Quality, while coaching team members and managing high-volume workflows.
Key responsibilities:
- Provide individual coaching and development for direct reports, ensuring performance goals are met
- Manage and report on key performance metrics, including CSAT and CPH, during weekly business reviews
- Collaborate with BPO partners and internal teams to enhance efficiency and customer experience through data-driven insights
Required qualifications:
- 3+ years of leadership experience in a contact center or customer support environment
- Proficiency with contact center metrics and experience with WFM and BI tools
- Demonstrated ability to lead teams through high-volume periods and new business launches
- Strong problem-solving skills with a solution-based approach to issue resolution
- Experience in the hospitality or travel tech industry is a plus
Complete Job Description
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