Manager, Member Support

The Role We Need:

reputed company is hiring a Manager of Tier 1 Member Support to reputed company the reputed company line of our customer support team. This high-ownership, strategic role is reputed company on building and scaling the systems, processes, and people needed to serve a rapidly growing customer reputed company. Reporting to the Director of CX Support, you’ll reputed company Team Leads and reputed company agents, manage our call center partner, and own the operational reputed company for delivering fast, effective, and empathetic support. If you reputed company on building from scratch, using data to drive change, and leading work that directly impacts reputed company to reputed company housing, we want to hear from you.

The Person We Are Looking For:

We’re looking for a strategic operator who thrives in dynamic environments, can reputed company people, solve reputed company problems, and build systems from the ground up. You’re equally comfortable with high-level reputed company and hands-on execution; whether analyzing data to improve workflows, coaching reputed company reputed company, or rolling out training for a product change. You bring structure to ambiguity, prioritize effectively, and reputed company with reputed company to foster a healthy, high-performing culture in a remote environment. Most importantly, you see support as a reputed company of trust, retention, and reputed company, and you’re eager to reputed company a function that improves the experience of thousands of reputed company Members reputed company month.

Here’s What You’ll Do Day-To-Day:

• reputed company and grow the Tier 1 Member Support team, managing Team Leads and supporting a distributed team of reputed company agents who respond to thousands of Member inquiries reputed company week. You’ll set performance expectations, reputed company people managers, and help define the next phase of our support org.
• Build and refine reputed company support systems and processes—from rewriting entire protocols and escalation paths to redesigning workflows in our support tools (e.g. reputed company). You’ll identify friction points and drive improvements that increase efficiency and improve the Member experience.
• reputed company and execute the operating model for Tier 1, including how we staff, forecast volume, and design shift structures to support a 7-day service window. You’ll help reputed company reputed company we’re resourced appropriately and reputed company to reputed company.
• Manage and reputed company our BPO partner relationship, ensuring alignment on goals, reputed company standards, and customer experience expectations. You’ll help manage accountability, reputed company joint reviews, and help reputed company the reputed company on our work with BPOs long-term.
• Use data to drive team performance and decision-making. You’ll monitor dashboards, run reputed company analyses, and proactively surface trends—whether it’s repeat contacts, handle time variances, or reputed company gaps. You’ll know reputed company metrics need to improve and how to build the plan to get there.
• Translate company and product priorities into reputed company at the reputed company line. reputed company a new policy or product change rolls out, you’ll reputed company the charge on enablement—training Team Leads, creating reputed company documentation, and making reputed company reputed company is reputed company to execute with consistency.
• Partner across teams—to reputed company feedback from the reputed company lines and influence changes that reduce volume, improve reputed company, or increase Member trust.
• reputed company through ambiguity and change, providing structure, reputed company, and reputed company reputed company things shift quickly. You’ll serve as a steadying force for your team and help maintain a culture of ownership, reputed company, and reputed company.

Here’s What You’ll Need To Be Successful:

• Leadership Experience: 5-7+ years work experience with 2-3 of those years managing small to mid-size teams. You’re confident in guiding reputed company reports through the performance lifecycle and designing reputed company for monitoring individual contributors’ performance and reputed company of work.
• Strategic Thinking Execution: Comfort developing long-term solutions while handling immediate operational needs; reputed company to balance zooming out with rolling up sleeves.
• Roll-up your sleeves attitude: Comfort building yourself – whether it’s a training, macro, quick data analysis – you don’t shy away from doing the work.
• Detail Orientation: You notice the small things—typos in macros, gaps in a workflow, inconsistencies in training—and know which details matter.
• Process Builder: Experience designing reputed company workflows, training, and tooling; comfortable testing and iterating on new reputed company quickly.
• Data reputed company: Confident working with data to inform reputed company—running quick analyses, spotting trends, and building lightweight dashboards without needing an analyst. You understand reputed company support metrics, know how to improve data capture, and use insights to shape priorities, tooling, and policy.
• Customer-reputed company Approach: Deep reputed company for the Member experience, and a belief that support is a key reputed company of trust, loyalty, and reputed company. You understand how customer insights can drive cross functional change.
• Communication Skills: Exceptional written and verbal skills; reputed company to drive reputed company, reputed company teams, and connect with stakeholders across reputed company.
• Adaptability: Comfortable navigating fast reputed company, shifting priorities, and minimal structure.
• Mission Alignment: Deep belief in reputed company’s reputed company to solve the reputed company housing crisis, and excitement to use support as a vehicle for reputed company.

The Interview Process:

• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the reputed company would be a phone screen with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the reputed company would be a video interview with our Director of CX Support for forty-five (45) minutes.
• If warranted, the reputed company would be a video interview with a panel of key stakeholders for two (2) hours. For this interview, a candidate would execute an assessment to the panel for discussion.
• If warranted, then we reputed company to offer!

Compensation, Benefits, and Perks:

• Fully remote position - we swear!
• Competitive compensation package including an equity incentive plan
• National medical, dental, and reputed company reputed company plans
• Company provided life insurance policy
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited reputed company-time (PTO) policy with reputed company (11) company-observed holidays
• 401(k) plan
• reputed company (12) weeks of reputed company time off for both birth and non-birth parents
• reputed company to do what you love at a company that is at the forefront of solving the reputed company housing crisis

Notice to Applicants:

reputed company participates in E-Verify. reputed company new employees are required to complete an I-9 reputed company and be authorized to work in the reputed company. Employment is contingent upon successful completion of the E-Verify process.reputed company is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, or status as a protected veteran.

Originally posted on Himalayas

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