Member Experience Supervisor

Serenity Mental Health Centers•Farmers Branch, TX

9d•Onsite

About The Position

Serenity is growing fast, and we need a Member Experience Supervisor who knows how to build and run a call floor that performs. This is a hands-on leadership role — you'll be in the weeds with your team every day, tracking numbers, developing people, and making sure the operation runs clean. If you've come up through call center and you've got a year or more of supervising under your belt, this role was built for people like you. No industry-specific background necessary — we handle the training. What the Role Looks Like Day to Day Direct daily operations of an inbound call team focused on appointment scheduling and member support Identify individual coaching opportunities through call monitoring, CRM data, and direct observation Track and report on team KPIs — conversion rates, handle time, quality scores, schedule adherence Take ownership of escalated calls, guiding them to resolution without letting emotion drive the outcome Set clear performance expectations and follow through with structured accountability processes Lead daily stand-ups and individual check-ins that keep your team focused and moving forward Work cross-functionally with scheduling and operations teams to remove friction from the member journey Create a floor environment that is productive, professional, and built on mutual accountability What We Need From You 1+ year of supervisory experience in customer service, call center, or high-touch service operations Verifiable track record of managing team performance metrics and driving measurable improvement Experience in hospitality management, upscale retail, or service leadership is a serious advantage — the instincts transfer directly You give feedback often, specifically, and without hesitation — and your team grows because of it Comfortable reading dashboards and call reports and turning that data into actionable coaching Steady and decisive when the volume spikes or a difficult call lands on your floor No industry-specific licensure or background required — full onboarding and training provided Nice to Have Experience managing teams through periods of rapid growth or organizational change Familiarity with appointment-based or scheduling-driven call environments A history of developing frontline employees into future leaders What Serenity Offers Competitive compensation based on experience 90% employer-paid medical, dental, and vision coverage 401(k) retirement plan 10 PTO days, increasing to 15 after year one, plus 10 paid holidays Employee referral bonuses A clear path upward in a company that promotes from within About Serenity Serenity is a technology-driven company delivering advanced, evidence-based solutions that work — particularly for members who haven't had success with conventional options. Our call teams are the operational backbone of the member experience, and we invest in the people who lead them. If you run a tight operation and you're ready to do it inside a company that's scaling quickly, this is where you want to be. Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.

Requirements

1+ year of supervisory experience in customer service, call center, or high-touch service operations
Verifiable track record of managing team performance metrics and driving measurable improvement
Experience in hospitality management, upscale retail, or service leadership is a serious advantage — the instincts transfer directly
You give feedback often, specifically, and without hesitation — and your team grows because of it
Comfortable reading dashboards and call reports and turning that data into actionable coaching
Steady and decisive when the volume spikes or a difficult call lands on your floor
No industry-specific licensure or background required — full onboarding and training provided

Nice To Haves

Experience managing teams through periods of rapid growth or organizational change
Familiarity with appointment-based or scheduling-driven call environments
A history of developing frontline employees into future leaders

Responsibilities

Direct daily operations of an inbound call team focused on appointment scheduling and member support
Identify individual coaching opportunities through call monitoring, CRM data, and direct observation
Track and report on team KPIs — conversion rates, handle time, quality scores, schedule adherence
Take ownership of escalated calls, guiding them to resolution without letting emotion drive the outcome
Set clear performance expectations and follow through with structured accountability processes
Lead daily stand-ups and individual check-ins that keep your team focused and moving forward
Work cross-functionally with scheduling and operations teams to remove friction from the member journey
Create a floor environment that is productive, professional, and built on mutual accountability