Member Services Supervisor

Accountabilities: Coach and develop team members: Use performance metrics, KPI data, and real-time interaction observations to create tailored, behavior-based coaching plans. Provide frequent, actionable feedback that improves member experience, productivity, and individual performance. Lead an engaged remote team: Facilitate effective virtual team huddles and one-on-one meetings, translating service standards into consistent daily practices and encouraging associates to deliver thoughtful, personalized support. Maintain administrative accuracy: Ensure timecards are accurate and performance management documentation is completed correctly and submitted on time, supporting reliable and professional team operations. Resolve complex member concerns: Act as an escalation point for members requiring additional assistance, resolving issues thoughtfully while demonstrating excellent service and turning challenging interactions into learning opportunities. Drive continuous improvement: Identify recurring trends, operational gaps, and opportunities based on frontline feedback. Contribute to or lead pilots, workflow changes, process improvements, and new initiative rollouts. Support change management: Help associates adapt to new procedures and operational priorities while encouraging accountability, flexibility, and a culture of continuous learning. Promote a positive team culture: Build trust, strengthen decision-making confidence, and encourage collaboration, innovation, and high engagement across a distributed workforce. Meet scheduling requirements: Be available to work any shift from Monday through Sunday, between 9:00 a.m. and 9:00 p.m. Eastern Time. Requirements: High school diploma or equivalent. Three to five years of experience in a member contact center environment, with at least two years in a supervisory role. Experience in e-commerce or luxury retail is a strong advantage. Proficiency with relevant computer applications and the ability to navigate multiple systems simultaneously. Strong coaching skills, including the ability to deliver timely, constructive feedback and develop individualized improvement plans. Experience interpreting performance metrics and using data to improve service quality and productivity. Excellent critical thinking, problem-solving, and decision-making skills, particularly when managing complex or time-sensitive situations. Strong communication and interpersonal skills, with the ability to adapt communication styles when coaching associates, de-escalating member concerns, or collaborating with senior leaders. A hands-on, energetic leadership style, with a genuine interest in helping others grow and succeed. Ability to thrive in high-volume environments, maintain a positive attitude during peak periods, and adapt to change. An interest in fashion, value-driven shopping, and creating memorable customer experiences. Availability to work any shift within the Monday–Sunday, 9:00 a.m.–9:00 p.m. ET schedule. Must be currently authorized to work full-time in the United States. Visa sponsorship is not available now or in the future. Benefits: Salary: $62,000–$68,000 annually. Healthcare coverage: Medical, dental, and vision insurance effective from the date of hire. Paid time off: PTO to support rest, personal commitments, and work-life balance. Remote flexibility: Fully remote work, supporting collaboration across a distributed team. Inclusive culture: A supportive environment that values kindness, innovation, collaboration, and creative problem-solving. Community involvement: Annual paid volunteer opportunities and regular diversity, equity, and inclusion celebrations. Professional impact: The opportunity to contribute to a mission-driven, fast-growing business and help improve the member experience as operations expand. Equal opportunity: Applications are welcomed from candidates with diverse backgrounds and perspectives. Passion, curiosity, and a willingness to learn are valued alongside professional experience.