Manager, Member Support

Lead and grow the Tier 1 Member Support team, managing Team Leads and supporting a distributed team of frontline agents. Build and refine core support systems and processes, from rewriting protocols to redesigning workflows in Zendesk. Develop and execute the operating model for Tier 1, including staffing, forecasting, and shift structures. Manage and evolve the BPO partner relationship, ensuring alignment on goals and quality standards. Use data to drive team performance and decision-making, monitoring dashboards and surfacing trends. Translate company and product priorities into action, providing training and documentation. Partner across teams to share feedback and influence changes. Lead through ambiguity, providing structure and empathy to maintain a culture of ownership.