Description

In this role, you will partner with the Director of Member Support to lead a team of Associates and Senior Associates, ensuring consistent delivery of world-class support experiences. You will invest in team development, performance management, and execute engagement activities to achieve operational excellence.

Requirements

• Bachelor's Degree or equivalent
• 2 years related work experience in Customer Experience as a Supervisor, Team Lead, or Quality Specialist
• Experience coaching and training others for increased performance
• Strong quantitative and qualitative analysis skills
• Empathetic, collaborative, self-starter with strong communication skills

Responsibilities

• Lead a team of Member Support Associates and Senior Associates to deliver high-quality support
• Develop and manage team performance, including coaching and training
• Monitor KPIs such as SLAs, first contact resolution, and customer satisfaction
• Perform quality assurance audits and identify process improvement opportunities
• Serve as escalation point for complex support inquiries related to the Matching Tool