Manager, Member Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a diverse team comprising internal Member Support Specialists, temporary associates, and BPO partner teams across various communication channels including voice, chat, and email.

• Take responsibility for pod outcomes related to CSAT, CPH, Quality, Productive Adherence, and SLA.

• Mentor and develop direct reports through one-on-one meetings, call and case evaluations, customer service coaching, and performance objectives.

• Act as the Engine lead for a designated BPO pod and collaborate with vendor supervisors on performance metrics, process compliance, accountability, coaching, and corrective measures.

• Onboard and nurture new hires through nesting programs; monitor 30/60/90-day ramp-up goals and provide recommendations for temp-to-hire transitions.

• Present performance drivers, action plans, and follow-up steps during Weekly Business Reviews.

• Oversee incoming workflow through daily huddles and Slack communications.

• Collaborate with Workforce Management for queue/backlog oversight, extra hours, overtime incentives, shift swaps, and attendance management.

• Lead during high-volume events and offer hands-on assistance.

• Work with QA on calibration, auto-fail trends, and root-cause analysis for DSAT; develop measurable coaching plans.

• Identify and escalate process or system challenges, and spearhead or support efficiency and customer experience enhancement initiatives.

• Utilize Grok Bot, Hex, Salesforce reports, conversation intelligence, and sentiment analysis tools to streamline tracking and pinpoint coaching opportunities.

• Manage escalations from Account Managers and clients; authorize compensation within set limits while ensuring financial accuracy.

• Inspire and engage the team through recognition, contests, and incentive programs.

• Collaborate with company leadership on strategic initiatives and best practices.

• Oversee team administration tasks including time management, PTO, documentation of 1:1s, weekly reporting, and performance evaluations.

• Conduct interviews in partnership with recruiting and staffing teams.

• Participate in the Manager on Duty rotation, which may include some weekends.

⛳️ Requirements

• Minimum of 3 years of people leadership experience in a contact center or customer support environment.

• Preferred experience in managing through others (team leads/supervisors).

• Strong people leadership skills utilizing relationship-building, coaching, and retention techniques.

• Knowledge of contact center metrics such as CSAT, CPH/productivity, QA, adherence, SLA, shrinkage, and attrition.

• Proficient in report generation.

• Familiarity with Workforce Management tools like Assembled, BI tools such as Hex/Looker, and AI assistants is advantageous.

• Experience leading during high-volume surges or the launch of new business lines.

• Solution-oriented mindset for resolving issues.

• Strong time management abilities.

• Creativity in developing and implementing innovative ideas and established methods.

• Capability to work swiftly and efficiently while maintaining thoroughness.

• Excellent active listening skills.

• Results-driven with a strong focus on people and a bias for action.

• Willingness to learn and pursue continuous development.

• Experience in the hospitality or travel technology industry is a plus.

🏝️ Benefits

• Equity opportunities available for all employees.

• Potential annual bonus based on role performance.

• Bonuses or commissions may be offered for select positions.

• Hybrid-hub model allowing for fully remote or office-based work depending on the role.

• Comprehensive benefits package; full details can be found at engine.com/culture.