Manager, Member Support

Engine

3d • $89,000 - $105,000

About The Position

As a Member Support Manager at Engine, you will lead a blended team of internal Member Support Specialists, temp-to-hire associates, and BPO partner teams across voice, chat, and email. You will own the pod’s results for Customer Satisfaction (CSAT), Contacts per Hour (CPH), Quality, Productive Adherence, and SLA, using data to identify performance drivers and coach the team. This is a hands-on leadership role suited to someone who models Engine DNA, performs well during high-volume surges, and continually looks for ways to improve efficiency, including through AI and automation. The role also supports a fast-growing company by taking ownership of results, acting with urgency, and developing teammates.

You will coach and develop direct reports, lead an assigned BPO pod, onboard new-hire groups, manage workflow and performance, and partner with Workforce Management, QA, HR, recruiting, and other company leaders. You will also handle escalations, support operational improvements, manage team administration, and participate in the Manager on Duty rotation, including some weekends.

Engine describes itself as an AI-native intelligent travel platform serving over 40,000 customers and nearly 2 million travelers. Its hybrid-hub model supports different working environments depending on role needs; the posting states that employees may work from an office or fully remote.

Requirements

• At least 3 years of people leadership experience in a contact center or customer support setting.
• Strong people leadership skills, including the ability to use relationship-building, coaching, and retention tools.
• Comfort with contact center metrics such as CSAT, CPH/productivity, QA, adherence, SLA, shrinkage, and attrition, and the ability to explain performance drivers and corrective actions.
• Experience leading through high-volume surges or launches of new lines of business.
• A solution-based approach to issue resolution.
• Strong time-management skills and the ability to organize work across the day, week, and month.
• Ability to develop new ideas and implement proven methods for the team.
• Ability to work quickly and efficiently while remaining thorough.
• Excellent active listening skills.
• People- and results-driven approach with a bias toward action.
• Eagerness to learn and continue developing.
• Willingness to participate in a Manager on Duty rotation that includes some weekends.

Nice To Haves

• Experience managing through others, such as team leads or supervisors.
• Experience using Workforce Management tools such as Assembled, BI tools such as Hex or Looker, and AI assistants.
• Experience in the hospitality or travel technology industry.

Responsibilities

• Serve as a positive, servant-minded leader who helps individuals succeed and drives projects and initiatives to completion.
• Provide individual coaching and development for direct reports through 1:1s, call and case reviews, hospitality and customer service coaching, and support toward monthly performance goals.
• Lead an assigned BPO pod and partner with vendor supervisors to drive performance, process adherence, accountability, coaching follow-through, and corrective action.
• Onboard and develop new-hire groups through nesting, track 30/60/90-day ramp goals, and make temp-to-hire recommendations.
• Own and report results for CSAT, CPH, QA, Productive Adherence, and SLA in the Weekly Business Review, including drivers, action plans, and next steps.
• Manage incoming team workflow through daily huddles, delegation, and Slack.
• Partner with Workforce Management on queue and backlog monitoring, extra hours and overtime incentives, shift swaps, and attendance and absenteeism management.
• Lead through high-volume events by providing hands-on support where needed.
• Partner with QA on calibration, auto-fail trends, and DSAT root-cause analysis, and turn findings into measurable coaching plans.
• Identify and escalate process and system friction, and lead or support projects that improve efficiency and customer experience.
• Use AI and analytics tools, including Grok Bot, Hex, Salesforce reports, and conversation intelligence or sentiment tools, to work efficiently, automate manual tracking, and identify coaching opportunities.
• Handle escalations from Account Managers and clients; approve compensation within authority and protect financial accuracy, including invoice and date-change accuracy.
• Motivate and engage the team through recognition, contests, and incentives, including overtime and incentive programs during surges.
• Collaborate with other company leaders to develop strategies and best practices.
• Manage team administration, including time, PTO, 1:1 documentation, weekly updates, and performance reviews, partnering with the HRBP as needed.
• Conduct interviews and work with in-house recruiting and staffing partners to hire team members.
• Participate in the Manager on Duty rotation, including some weekends.

Benefits

• Competitive base pay tied to role and experience.
• Equity for all employees.
• Some roles may also be eligible for bonuses or commissions; the posting also notes that total compensation may include an annual bonus depending on the role.
• Benefits are available, but specific benefits are not listed in the posting.
• Work environment support through a hybrid-hub model, with office-based or fully remote options depending on role needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed