Manager, Member Support
Core
Lead a blended team of internal specialists, temp-to-hire associates, and BPO partners to manage customer support across voice, chat, and email channels.
Role type
Senior IC customer support manager (contact center)
Builds
Customer support operations for Engine's AI-native travel platform
Domain
Travel technology / Customer support
Deliverable
dashboards & analysis
Required skills
People leadership, coaching, contact center metrics (CSAT, CPH, QA, adherence, SLA), workflow management, data analysis, AI tool usage, stakeholder management
Preferred skills
BPO vendor management, high-volume surge leadership, hospitality/travel tech industry experience, WFM tools (Assembled), BI tools (Hex/Looker), AI assistants (Grok Bot)
Technologies
Salesforce, Grok Bot, Hex, Assembled, Slack
Responsibilities
Coach direct reports on performance and customer service skills; manage BPO pod performance and partner with vendor supervisors; onboard new hires and track ramp goals; own results on CSAT, CPH, QA, and Productive Adherence; manage incoming workflow via huddles and Slack; partner with Workforce Management on queue monitoring and shift management; lead through high-volume events; analyze root causes of customer dissatisfaction; escalate process friction and lead efficiency projects; handle client escalations and approve compensation; manage team administration and performance reviews; conduct interviews for new hires.
Seniority
Senior, hands-on IC