Manager, Member Support

Key responsibilities

• Lead a blended support team of internal employees, temporary associates, and outsourced BPO partners across phone, chat, and email.
• Coach and develop employees through one-on-one meetings, call reviews, case evaluations, and performance feedback.
• Manage assigned BPO teams and work with vendor supervisors to improve performance, accountability, and process compliance.
• Oversee new-hire onboarding and training, including 30-, 60-, and 90-day performance milestones.
• Monitor customer satisfaction (CSAT), contacts per hour (CPH), quality assurance (QA), adherence, and service-level agreements (SLAs).
• Prepare weekly business reviews explaining performance trends, challenges, and improvement plans.
• Manage daily workloads, customer queues, backlogs, staffing adjustments, and attendance concerns.
• Partner with Workforce Management on scheduling, shift swaps, overtime, and high-volume support periods.
• Work with quality teams to investigate customer dissatisfaction and develop measurable coaching plans.
• Use Salesforce reports, analytics, and AI tools to identify opportunities for automation and service improvements.
• Handle escalated customer concerns, approve compensation within assigned authority, and maintain financial accuracy.
• Support hiring, interviews, performance reviews, employee recognition, and team administration.
• Participate in the Manager on Duty rotation, including some weekends.

Required qualifications

• At least 3 years of people leadership experience in a contact center or customer support environment.
• Strong employee coaching, relationship-building, performance management, and retention skills.
• Experience managing customer support metrics, including CSAT, productivity, QA, adherence, SLAs, shrinkage, and attrition.
• Ability to analyze performance data and explain the actions needed to improve results.
• Experience leading support teams during high-volume periods or new business launches.
• Strong organizational, time management, communication, and active listening skills.
• Ability to resolve problems quickly while maintaining accuracy and service quality.
• Comfort working in a fast-paced environment with changing operational priorities.
• Ability to participate in a Manager on Duty rotation that includes some weekends.

Preferred qualifications

• Experience managing other leaders, such as team leads or supervisors.
• Experience using workforce management tools such as Assembled.
• Familiarity with business intelligence tools such as Hex or Looker.
• Experience using AI assistants and automation tools to improve support operations.
• Previous experience in hospitality, travel technology, or a related industry.

Degree and experience

Degree

Not stated

Experience

Mid level

Location and eligibility

Eligible:

United States

Exclusions:

None stated

Work arrangement:

Remote

Remote does not always mean worldwide. Only the locations listed here were confirmed with the employer.

Schedule and time zone

Schedule

Manager on Duty rotation, including some weekends; additional hours not specified

Benefits

Employer-provided equity compensation Competitive base salary Remote work arrangement Additional benefits available through Engine's official benefits program Specific benefits may vary by employment type and location

Visa sponsorship

The employer states sponsorship is not available for this role.

Listing details

Published:

Nov 11, 2026

Last manually checked:

Nov 11, 2026

Official source:

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