Manager, Member Support

Hotel Engine

. Lead a blended team of internal Member Support Specialists, temp-to-hire associates, and BPO partner teams across voice, chat, and email .

Posted 11/5/2026full-timeRemote • United StatesMid-LevelSenior💰 $89,000 - $105,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing blended teams within a contact center environment, focusing on performance metrics such as CSAT and SLA while fostering team development through coaching and recognition. Proficient in utilizing WFM tools and reporting systems to drive efficiency and improve customer experience.

Highest-signal resume keywords

People LeadershipContact Center MetricsWFM Tools ExperienceCoaching and DevelopmentHigh-Volume Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

CSATCPHQuality AssuranceSLA ManagementPerformance ReportingCoaching PlansIssue ResolutionTime ManagementCreativity in Implementation

Soft Skills

Active ListeningRelationship BuildingResults-DrivenEagerness to Learn

Tools & Technologies

SalesforceGrok BotHexBI ToolsConversation Intelligence

Industry Keywords

Contact CenterCustomer SupportHospitalityTravel Tech

About the role

Key responsibilities & impact

Lead a blended team of internal Member Support Specialists, temp-to-hire associates, and BPO partner teams across voice, chat, and email
Own pod results for CSAT, CPH, Quality, Productive Adherence, and SLA
Coach and develop direct reports through 1:1s, call and case reviews, hospitality and customer service coaching, and performance goals
Serve as Engine lead for an assigned BPO pod and partner with vendor supervisors on performance, process adherence, accountability, coaching, and corrective action
Onboard and develop new-hire waves through nesting; track 30/60/90-day ramp goals and make temp-to-hire recommendations
Report performance drivers, action plans, and next steps in Weekly Business Reviews
Manage incoming workflow through daily huddles and Slack
Partner with Workforce Management on queue/backlog monitoring, extra hours, overtime incentives, shift swaps, and attendance management
Lead through high-volume events and provide hands-on support
Partner with QA on calibration, auto-fail trends, and DSAT root-cause analysis; create measurable coaching plans
Identify and escalate process/system friction and lead or support efficiency and customer-experience improvement projects
Use Grok Bot, Hex, Salesforce reports, conversation intelligence, and sentiment tools to automate tracking and identify coaching opportunities
Handle escalations from Account Managers and clients; approve compensation within authority and protect financial accuracy
Motivate and engage the team through recognition, contests, and incentive programs
Collaborate with company leaders on strategies and best practices
Manage team administration including time, PTO, 1:1 documentation, weekly updates, and performance reviews
Conduct interviews with recruiting and staffing partners
Participate in the Manager on Duty rotation, including some weekends

Requirements

What you’ll need

3+ years of people leadership in a contact center or customer support setting
Experience managing through others (team leads/supervisors) preferred
Excellent people leadership using relationship, coaching, and retention tools
Familiarity with contact center metrics including CSAT, CPH/productivity, QA, adherence, SLA, shrinkage, and attrition
Experience with reports
Experience with WFM tools such as Assembled, BI tools such as Hex/Looker, and AI assistants is a plus
Experience leading through high-volume surges or launches of new lines of business
Solution-based approach to issue resolution
Strong time management
Creativity to develop and implement new ideas and proven methods
Ability to work quickly and efficiently while remaining thorough
Excellent active listening skills
People- and results-driven with a bias toward action
Eagerness to learn and continue developing
Hospitality or travel tech industry experience is a plus

Benefits

Comp & perks

Equity for all employees
Annual bonus may be available depending on the role
Bonuses or commissions may be available for some roles
Hybrid-hub model with fully remote or office environments depending on role
Benefits package; full list available at engine.com/culture