Member Experience Lead: Live Ops & People Leadership

tzla; México; Híbrido; MXN 800.000 - 1.100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Membership discount

Fully-paid team retreats

High-performance culture

Descripción de la vacante

TZLA Club seeks a hands-on Member Experience Lead to run the day-to-day engine of our Member Experience team. You’ll lead Support Specialists and the Technology Liaison Specialist, ensure live coverage, guard quality, triage and resolve member issues quickly, and report to the Member Experience Manager.

You own daily and weekly execution, throughput, and quality metrics. In this role you will shape staffing, shift deployment, and cross-team coordination, while maintaining a high‑performance,

Formación

• 4+ years in member support, customer service, or related roles with 2+ years in a leadership role
• Proven track record coaching and developing a high-performing support team
• Real-time availability during Americas business hours and escalation handling
• Exceptional communication skills at all levels, from specialists to executives
• Strong operational judgment and calm decision-making under pressure
• Experience with performance management, coaching, and shift/queue management
• Data-driven mindset using metrics to run day-to-day operations
• Familiarity with wellness, health-education, or community-driven environments

Responsabilidades

• Lead, coach, and develop the Support Specialists and the Technology Liaison Specialist through regular 1:1s and in-the-moment feedback
• Run specialist hiring and onboarding in partnership with the Manager and Talent
• Maintain a high-performance, high-accountability culture with a member-first service mindset
• Develop the bench and mentor Senior Support Specialists toward future leadership
• Own shift planning, coverage, and real-time deployment across the support window
• Make day-to-day calls on who works which area and balance load as queues shift
• Serve as the real-time escalation point for cases needing leadership judgment
• Own queue health: response times, case aging, overdue cases, and resolution quality
• Triage escalations and route cross-functional issues to the right owner
• Ensure SOP adherence across the team (enforced by you; SOPs authored by the Operations Lead)
• Own shift handovers, daily reporting, and weekend backlog control
• Surface trends and recurring issues to the Manager and Operations Lead
• Keep the team aligned to the Member Experience operating model in daily execution
• Coordinate with the Operations Lead on tooling needs and with the Technology Liaison Specialist for kit‑technical answers
• Represent the live member-support reality in team reviews
• Differentiate your role from the Manager and Operations Lead by owning people and day-to-day execution

Conocimientos

Leadership experience

Real‑time availability

Exceptional communication

Operational judgment

Data-driven mindset

Herramientas

CRM systems

Ticketing platforms

Descripción del empleo

TZLA Club seeks a hands-on Member Experience Lead to run the day-to-day engine of our Member Experience team. You’ll lead Support Specialists and the Technology Liaison Specialist, ensure live coverage, guard quality, triage and resolve member issues quickly, and report to the Member Experience Manager.

You own daily and weekly execution, throughput, and quality metrics. In this role you will shape staffing, shift deployment, and cross-team coordination, while maintaining a high‑performance,