Member Services Supervisor

RUE GILT GROUPE • Phoenix, AZ

6d • $62,000 - $68,000 • Remote

About The Position

The Member Services Supervisor leads a fully remote team of Member-focused Associates in a high-volume contact center. The role combines hands-on people leadership, coaching, administrative ownership, escalation support, and participation in initiatives that improve contact center operations. The Supervisor fosters a supportive environment where Associates are empowered to make thoughtful decisions and deliver exceptional member experiences.

The Supervisor uses KPI data and interaction observations to create customized, behavior-based coaching plans and provides frequent actionable feedback. The role also includes maintaining accurate timecards and performance documentation, leading virtual team huddles and one-on-ones, and handling complex member concerns while using escalations as opportunities to model excellent service and coach Associates.

The Supervisor identifies trends and improvement opportunities from frontline insights and contributes to projects such as pilots, process improvements, workflow changes, and new initiative rollouts. The position is remote and requires availability to work any shift Monday through Sunday, between 9 a.m. and 9 p.m. Eastern Time.

Requirements

• High school diploma or equivalent.
• 3–5 years of experience in a Member Contact Center environment.
• At least 2 years of supervisory experience.
• 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 finding a good deal.
• A commitment to learning, curiosity, and inclusive collaboration.

Responsibilities

• Use Associate KPI data and real-time interaction observations to create individualized, 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 actions.
• Resolve escalated member concerns while modeling exceptional service and creating learning opportunities for Associates.
• Identify operational trends, gaps, and opportunities based on frontline insights.
• Participate in and sometimes 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.
• Remote work option.
• Annual paid volunteer opportunities.
• Depending on role eligibility, bonus or commission, stock options, and basic life insurance.
• Associate discount.

What This Job Offers

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