Member Support, Team Lead

Mechanical Licensing Collective•Nashville, TN

12h•Hybrid

About The Position

Are you interested in joining a purpose-driven company in the music industry? Do you thrive in a collaborative, hybrid work environment? If you do, we would like to get to know you. WORKING AT THE MLC The MLC is committed to excellence, service and transparency. Our culture is collaborative, and our team works in a hybrid environment. On our team, you are respected, valued for your unique strengths and experiences, and empowered to identify and resolve your own challenges. WORKING AT THE MLC The MLC is committed to excellence, service, transparency, and diversity. Our culture is collaborative, our people are adaptable, and our office environment is open. On our team, you are respected, valued for your unique strengths and experiences, and empowered to identify and resolve your own challenges. THE ROLE ESSENTIAL RESPONSIBILITIES In this role, you will partner with the Director of Member Support to lead a team of Associates and Senior Associates of Member Support to ensure the consistent delivery of world-class support experiences to our internal and external customers who include creators, publishers, and DSPs. You will invest in the development and performance management of team members and help execute engagement activities aligned with The MLC’s guiding principles. You will support the vision and strategy to ensure our users and Members receive a consistent, high-quality support experience every time they contact our Support team. We are a service organization and must be available to support our customers when they need us. Flexibility with hours and availability are essential. Our hours of operation are currently Monday through Friday from 8:00 a.m. to 6:00 p.m. CST. Our company is Hybrid with onsite expectations on Tuesdays and Thursdays.

Requirements

Bachelor’s Degree or equivalent
Two years related work experience in Customer Experience as a Specialist, Supervisor or Team Lead; Quality Specialist or Lead
Experience with coaching and training others for increased performance
Quantitative and qualitative analysis skills
Strong written and verbal communication
Empathetic, collaborative, self-starter and results driven with the ability to deliver and receive feedback

Nice To Haves

Lean Six Sigma (LSS) experience in the application of LSS principles to achieve operational excellence is a plus.
Multi-channel support experience preferred.

Responsibilities

Supporting and identifying opportunities for continuous process improvement
Communicating and monitoring key performance indicators (KPIs) including but not limited to service level agreements (SLAs), first contact resolution (FCR), productivity goals, and customer satisfaction scores.
Conducting an ongoing assessment of KPIs to ensure alignment with organizational objectives, including workforce management for real-time support channels.
Performing quality assurance audits to measure team compliance with documented resolution pathways.
Partnering and aligning with Voice of Customer (VOC) team to support content development based on business updates and processes related to Support team operations.
Conveying the customer experience and its drivers to Member Support leadership in a way that is both concise and impactful.
Analyzing potential technical bugs, reported by users and Members, are properly vetted and work with Tech team to ensure business critical issues are prioritized accordingly.
Collaborating with other areas of the organization and providing input as a subject matter expert on cross-functional initiatives that support and enhance Members’ experiences.
Serve as the point of escalation for Senior Associates and Specialist(s) of Member Support with complex support inquiries related to the Matching Tool and its internal processes.
Modeling an empathetic approach to customer care that centers around building trust and removing barriers.
Cultivating a high-engagement environment where team members feel valued and understand how their day-to-day work contributes to the mission of the broader organization.
Equipping team members for individual success by helping them create development plans and providing access to the tools necessary to reach growth milestones.
Consistently delivering constructive, actionable feedback to team members.
Creating, maintaining, and facilitating employee training, related training materials, and onboarding for Member Support processes.
Embracing The MLC’s leadership values and applying The MLC’s Guiding Principles to your team’s work
Being process-oriented, data-driven, and tech-savvy; being collaborative, curious, and open to new ideas
Building a dynamic team; mentoring team members; developing future leaders
Inspiring others with your enthusiasm and humility