Member Experience Manager

Rv Life • Dallas, TX

8d • $80,000 - $110,000 • Remote

About The Position

RV LIFE helps RVers travel with greater confidence by providing trusted tools for planning trips, navigating safely, and making better decisions on the road. Our members rely on us in real-world situations where a confusing answer, outdated documentation, or poor support experience can create real stress. This role is an opportunity to improve that experience at the system level by building a support operation that is clearer, smarter, and more useful to both our members and our product teams. RV LIFE is seeking an experienced, systems-minded leader to take full ownership of our customer support operation and team, ensuring that member issues, recurring friction, and support insights are brought back to product and engineering. You will assess our current support operation across people, workflows, documentation, and tooling, then make it more effective, more consistent, and easier to scale. That includes improving how our existing systems are used, identifying gaps in team capabilities, raising standards for quality and accountability, and helping to build the support function we actually need. This role is not about reinventing the stack for the sake of change. It is about making support work better for our members and more effectively for the business. This role includes but goes beyond managing support tickets. You will directly lead a remote team of 12 customer support representatives with a mix of part-time and international staff. This is a hands-on, player-coach role, not a pure coordinator role. You will help structure and optimize the support system so customer feedback flows cleanly into the business with minimal manual friction. You will also own our AI-powered support experiences, the documentation that powers them, and the tools and workflows our support team relies on every day. Zendesk will be the primary system for managing and improving this work. You may be a fit if: You hate doing the same thing twice. You see a recurring ticket, and your first instinct is to build an automation, improve the bot, or rewrite a doc to eradicate that ticket forever. You are an "AI Realist." You know AI isn't magic; it’s a reflection of the data you feed it. You enjoy the "gardening" required to keep a knowledge base pristine. You speak 'Engineer' and 'Customer'. You can turn a frustrated 1-star review into a clear Jira ticket a developer can actually act on.

Requirements

• 5+ years of experience in customer support, support operations, or member experience roles
• 2+ years of experience leading, coaching, or managing frontline support teams
• 3+ years of hands-on experience working inside Zendesk or a similar helpdesk platform
• 2+ years of experience building or maintaining routing rules, tagging structures, triggers, automations, and escalation workflows
• 1+ year of experience translating support issues into Jira tickets or working directly with product and engineering teams on bug reporting and issue triage
• Experience owning or improving a knowledge base, internal documentation, or AI-assisted support content
• Deep empathy and patience for a user base with widely varying levels of technical literacy
• Strong judgment, clear communication, and a bias toward fixing recurring problems instead of repeatedly reacting to them

Responsibilities

• Support Operations & Tooling Take full ownership of the support operation as a system, continuously improving workflows, documentation, tooling, and AI-assisted support to reduce repeat issues and improve resolution quality
• Audit the current support operation, identify gaps and inefficiencies, and prioritize practical improvements across people, workflows, documentation, and tooling
• Improve existing processes and systems in ways that reduce repeat work, increase consistency, and make support easier to scale
• Own configuration, optimization, and ongoing evolution of our helpdesk platform, including documented routing/tags/escalation standards
• Design routing, tagging, escalation, and automation rules that reduce manual handling and improve resolution speed
• Ensure support workflows integrate cleanly with product and engineering processes and tools
• AI, Automation & Knowledge Base Manage and continuously improve our AI-powered support chatbot
• Ensure the chatbot is accurate, well-scoped, and aligned with how the product actually works
• Monitor performance, identify failure modes (hallucinations, outdated answers, misrouting), and close the loop through better training data and documentation
• Define and document guardrails for what AI should and should not handle
• Own the full lifecycle of customer-facing and internal support documentation
• Ensure documentation is clear, accurate, current, and structured to power both humans and AI
• Establish processes for updating documentation alongside product changes and releases
• Enforce a single source of truth, with an explicit knowledge base ownership model and change process
• Product Feedback & Incident Response Design and maintain a structured feedback loop from support to product and engineering
• Ensure customer feedback is structured and measurable, accurately reflecting frequency and impact
• Translate raw customer issues into clear signals: bugs, UX friction, feature gaps, and training/documentation needs
• Produce regular insight summaries that highlight trends, regressions, and systemic issues
• Act as an advocate for customer reality in product prioritization conversations
• Coordinate internal triage, manage external communications, and ensure all member-facing post-incident actions are clearly owned and fully resolved.
• Ensure customers receive timely, accurate, and consistent communication
• Notify product and engineering when issues are spotted
• Metrics, Quality, and Continuous Improvement Define and track meaningful support metrics beyond ticket volume
• Measure the effectiveness of AI deflection, documentation, resolution quality, and repeat contact rates
• Use data to identify opportunities to eliminate entire categories of support issues upstream
• Continuously raise the bar for support quality and efficiency
• Team Enablement & Standards Set standards for tone, clarity, empathy, and accuracy across human and AI responses
• Assess team capabilities, role fit, and performance gaps
• Hire and onboard new support reps as needed
• Build training standards and playbooks for new and existing support staff
• Raise team capability through coaching, accountability, and clearer workflows
• Enable support team members with better tools, better knowledge, and clearer playbooks
• Ensure customers experience a consistent RV LIFE voice across all channels

Benefits

• Employer-sponsored group health plans, including medical, dental, and vision, with no waiting period
• 401(k) eligibility after 90 days, including a company match of 100% of the first 3% and 50% of the next 2%
• A broad paid holiday schedule
• A $150/month health, wellness, and home office stipend that can be used toward gym memberships, wellness activities, and high-speed internet.
• Flexible Time Off (FTO) for all full-time employees
• Remote work flexibility in a fully distributed company

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees