Member Experience Quality & Complaints Lead

Ten Group

Las Vegas (NV)

On-site

USD 65,000 - 90,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

Competitive salary

Medical, dental, vision

401(k) retirement plan

Paid time off & parental leave

Learning & development

Employee discounts

Global career opportunities

Collaborative team environment

Job summary

Ten Lifestyle Group is recruiting a Complaints & Recovery Specialist to join our Customer Experience team. This hybrid role blends complaint resolution with quality assurance, coaching, and service-improvement initiatives across the business.

You will act as the voice of the member and guardian of service standards, driving actionable insights with Operations, Training, Client Services, and leadership. With opportunities to influence global service delivery and continuous improvement, you will

Qualifications

3+ years in customer service, complaint handling, escalations, or quality-focused environments.
Experience conducting quality reviews, service assessments, or customer interaction evaluations.
Strong written and verbal communication skills and attention to detail.

Responsibilities

Investigate, manage, and resolve member and corporate complaints from receipt to final resolution.
Own escalated member concerns and ensure fair, member-focused outcomes.
Conduct root-cause investigations and identify prevention opportunities.
Partner with Operations and Team Managers to implement service recovery solutions.
Ensure complaints are managed within service levels and standards.
Monitor complaint trends and document outcomes and feedback.