Member Support Manager

Girl Scouts of Northeastern New York•Albany, NY

About The Position

At Girl Scouts of Northeastern New York, we work every day to empower girls, strengthen communities, and create meaningful experiences for our members and volunteers. We are seeking a Member Support Manager who is passionate about customer service, thrives in a fast-paced environment, and is excited to help shape operational excellence across our council. About the Role The Member Support Manager oversees front office operations, case management processes, customer service systems, and rental operations. This role is essential to creating a welcoming, professional, and efficient environment for visitors, members, families, and volunteers. You will lead a team of Member Support Specialists and collaborate closely with organizational leaders, program teams, IT partners, and external vendors to strengthen the overall customer experience.

Requirements

Minimum of 3 years of customer service experience.
At least 1 year of experience using Salesforce.
Prior supervisory experience (minimum 1 year) with proven success.
Excellent written and verbal communication skills.
Strong time-management skills and ability to manage multiple deadlines.
Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).
Ability to occasionally work evenings or weekends.
Willingness to travel to off-site locations.
Ability to lift up to 25 lbs.
Clean driving record.

Responsibilities

Office Operations & Front Desk Leadership Oversee the reception area and ensure staff coverage to provide a consistent, positive experience for all visitors.
Monitor security protocols, including facility access, door procedures, and key systems.
Manage inventory of office supplies and support daily operational needs.
Oversee mail processing, bank deposits, inventory maintenance, and equipment repair reporting.
Customer Service & Case Management Lead the implementation of case management pathways with a goal of 70% first-contact resolution.
Ensure accurate documentation of all interactions and maintain customer service data integrity.
Analyze case volume to identify trends and recommend process improvements.
Maintain up-to-date knowledge of GSUSA and GSNENY protocols, contributing quarterly updates to the Knowledge Library.
Provide backup case support across multiple departments as needed.
Steward of Organizational Culture Promote a customer-centered atmosphere across council facilities.
Maintain strong familiarity with Girl Scout programs, products, and processes to assist families and volunteers.
Property Rentals Management Oversee rental and loan-out processes for equipment and council-owned spaces, ensuring smooth coordination from booking to return.
Process payments, usage requests, and follow-up surveys.
Identify and report property-related concerns and support data tracking for rental analytics.
People Leadership Supervise, coach, and develop Member Support Specialists.
Set clear expectations, conduct regular check-ins, and track team performance.
Manage team workflows to ensure consistency and quality.