Head of Services - Support and Managed

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Member Services Supervisor based in the United States. As a Member Services Supervisor, you will lead a fully remote team dedicated to delivering exceptional, personalized member experiences in a fast-paced e-commerce environment.

Through hands-on coaching, real-time feedback, and performance insights, you will help team members strengthen their skills and achieve their goals.

You will also oversee essential administrative processes while maintaining high standards of team performance and operational excellence.

Beyond daily team leadership, you will contribute to process improvements, new initiatives, and operational changes that enhance service delivery.

This is an opportunity to shape a supportive, collaborative remote culture while making a measurable impact on member satisfaction and business performance.

\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.

Act as an escalation point for members requiring additional assistance, resolving issues thoughtfully while demonstrating excellent service and turning challenging interactions into learning opportunities.

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.

Be available to work any shift from Monday through Sunday, between 9:00 a.m. 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.

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.–Must be currently authorized to work full-time in the United States. 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.

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.

The opportunity to contribute to a mission-driven, fast-growing business and help improve the member experience as operations expand.

Applications are welcomed from candidates with diverse backgrounds and perspectives. We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. The final decision and next steps (interviews, assessments) are managed by their internal team.

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR).