Member Services Supervisor
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, authentic conversations, thoughtful decision-making, and helping Associates confidently resolve member needs. It combines hands-on people leadership with administrative ownership and participation in initiatives to improve contact center operations. The Supervisor uses performance data and interaction observations to provide individualized coaching and actionable feedback, leads virtual huddles and one-on-one meetings, maintains accurate timecards and performance documentation, and supports escalated member concerns. The role also identifies operational trends and opportunities, contributes to projects and process changes, and helps the team adopt new initiatives. The position is remote and requires willingness 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, 9 a.m. to 9 p.m. EST.
- Currently authorized to work in the United States on a full-time basis; visa sponsorship is not available.
Nice To Haves
- E-commerce or luxury retail contact center experience.
- Passion for fashion and finding a good deal.
- Experience thriving in fast-paced, high-volume environments and supporting teams through peak seasons and change.
- Strong coaching, communication, critical-thinking, problem-solving, and de-escalation skills.
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 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.
- Serve as an escalation point for members needing additional support, resolving concerns and using the interaction as a learning opportunity for the Associate.
- Identify operational trends, gaps, and improvement 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 insurance effective on the date of hire.
- Dental insurance effective on the date of hire.
- Vision insurance effective on the date of hire.
- Paid time off.
- Remote work option.
- Annual paid volunteer opportunities.
- Depending on role eligibility, compensation may include bonus or commission, stock options, and basic life insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
