Member Services Supervisor
About The Position
This is not your average call center Supervisor role—it’s an opportunity to own and elevate the team experience while shaping how we deliver member service. At Rue Gilt Groupe, our Supervisors don’t just “manage” a team; they create an environment where a fully remote team of Member-focused Associates feel empowered, confident, and equipped to deliver truly above and beyond moments. Our Associates are trusted advocates, not script-readers. We believe in authentic conversations and thoughtful decision-making, and we’re looking for a leader who leans into coaching over correcting, brings high energy to daily team engagement, and is excited to help drive continuous improvement across the operation. This role balances hands-on people leadership with strong administrative ownership and active participation in initiatives that help evolve a world-class, remote contact center.
Requirements
- High School Diploma or equivalent
- 3-5 years of experience in a Member Contact Center environment (e-commerce or luxury retail is a major plus) with at least 2 years in a supervisory role.
- Proficient in relevant computer applications and able to navigate multiple systems simultaneously.
- Must be willing to work any shift Monday through Sunday 9am-9pm EST.
- Currently authorized to work in the United States on a full-time basis.
Nice To Haves
- E-commerce or luxury retail experience
- Passion for fashion
- Experience in a remote-first culture
Responsibilities
- Utilize Associate KPI data, and real-time interaction observations to build customized, behavior-based coaching plans for each team member. Provide frequent, actionable feedback and hands-on coaching to drive continuous improvement in both Member Experience and productivity, creating a culture where feedback is expected, welcomed, and acted upon.
- Maintain the operational integrity of your team by ensuring timecards are accurate and all performance management documentation is correct and delivered timely.
- Lead impactful virtual team huddles and 1:1 meetings that translate our brand’s high standards into daily actions, ensuring every interaction is "above and beyond."
- Serve as the final touchpoint for Members needing additional support. Use these moments not just to resolve a concern, but to model exceptional service and provide a learning opportunity for the Associate involved.
- Actively contribute to operational evolution by identifying trends, gaps, and opportunities from frontline insights. Participate in and, at times, lead project work such as pilots, process improvements, workflow changes, and new initiative rollouts—supporting adoption and change management within your team.
Benefits
- Robust health, dental, and vision insurance effective on the date of hire.
- Paid Time Off (PTO)
- Remote work option
- Supportive, inclusive culture that encourages innovation, safety, and creative risk-taking.
- Annual paid volunteer opportunities
- Regular DEI celebrations
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
