Member Services Supervisor

RUE GILT GROUPE • Dallas, TX

6d • $62,000 - $68,000 • Remote

About The Position

The Member Services Supervisor leads and develops a fully remote team of Member-focused Associates in a high-volume contact center. The role emphasizes coaching over correcting, building Associates’ confidence and independent decision-making, and helping the team deliver authentic, thoughtful service that exceeds Members’ expectations. It combines hands-on people leadership with operational administration and active involvement in contact-center improvements and initiatives.

The Supervisor uses KPI data and real-time interaction observations to create individualized, behavior-based coaching plans and provide frequent, actionable feedback. They maintain accurate timecards and performance documentation, lead virtual huddles and one-on-one meetings, and support escalated Member concerns while using them as opportunities to model service and coach Associates. They also identify trends and operational opportunities from frontline insights and contribute to or lead pilots, process and workflow changes, and initiative rollouts. The role is remote and requires willingness to work any shift Monday through Sunday between 9 a.m. and 9 p.m. EST.

Requirements

• High school diploma or equivalent.
• 3–5 years of experience in a Member Contact Center environment.
• At least 2 years of experience in a supervisory role.
• Proficiency in relevant computer applications and ability to navigate multiple systems simultaneously.
• Willingness to work any shift Monday through Sunday between 9 a.m. and 9 p.m. EST.
• Currently authorized to work in the United States on a full-time basis; the position is not eligible for visa sponsorship.

Nice To Haves

• Experience in e-commerce or luxury retail.
• Passion for fashion and enthusiasm for finding a good deal.
• A coaching-oriented approach, strong communication skills, critical thinking, problem-solving ability, and comfort working in fast-paced, high-volume contact center environments.

Responsibilities

• Use Associate KPI data and real-time interaction observations to develop customized, behavior-based coaching plans.
• Provide frequent, actionable feedback and hands-on coaching to improve Member Experience and productivity.
• Maintain accurate team timecards and ensure performance management documentation is correct and delivered on time.
• Lead virtual team huddles and one-on-one meetings that translate brand standards into daily service actions.
• Serve as an escalation point for Members, resolving concerns and modeling exceptional service while creating learning opportunities for Associates.
• Identify trends, gaps, and opportunities for improvement from frontline insights.
• Participate in and, when appropriate, lead pilots, process improvements, workflow changes, and new initiative rollouts.
• Support change management and adoption of operational initiatives within the team.

Benefits

• Health, dental, and vision insurance effective on the date of hire.
• Paid time off (PTO).
• Remote work option.
• Annual paid volunteer opportunities.
• Associate discount.
• Depending on role eligibility, bonus or commission, stock options, and basic life insurance may be included.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED