Manager of Member Support

Job Summary

A company is looking for a Manager of Tier 1 Member Support.

Key Responsibilities

• Lead and grow the Tier 1 Member Support team, managing Team Leads and frontline agents
• Build and refine core support systems and processes to enhance efficiency and Member experience
• Develop and execute the operating model for Tier 1 support, including staffing and volume forecasting

Required Qualifications

• 5-7+ years of work experience with 2-3 years in management of small to mid-size teams
• Experience in strategic thinking and execution, balancing long-term solutions with immediate operational needs
• Proven ability to build scalable workflows, training, and tooling
• Fluency in data analysis to inform decisions and improve support metrics
• Deep empathy for the Member experience and a customer-centric approach