Member Support, Team Lead

The Mechanical Licensing Collective; Nashville (TN); Hybrid; USD 60,000 - 80,000; Full time

Job summary

A purpose-driven music industry company based in Nashville seeks a leader for its Member Support team. This role involves coaching and managing support associates to deliver high-quality experiences for creators and publishers. Ideal candidates will possess a Bachelor’s degree and experience in customer experience roles. Responsibilities include driving operational excellence, analyzing KPIs, and supporting continuous improvement efforts. The position offers a hybrid work model with on-site requirements on specific days, ensuring flexibility for team members.

Qualifications

• Two years related work experience in Customer Experience as a Specialist, Supervisor, or Team Lead.
• Experience with coaching and training others for increased performance.
• Strong written and verbal communication skills.

Responsibilities

• Strive for operational excellence and data analysis.
• Support continuous process improvement initiatives.
• Monitor and communicate key performance indicators (KPIs).

Skills

Customer Experience

Team Leadership

Coaching

Communication

Empathy

Education

Bachelor’s Degree or equivalent

Job description

Overview

Are you interested in joining a purpose-driven company in the music industry? Do you thrive in a collaborative, hybrid work environment? If you do, we would like to get to know you.

The Role

In this role, you will partner with the Director of Member Support to lead a team of Associates and Senior Associates of Member Support to ensure the consistent delivery of world-class support experiences to our internal and external customers who include creators, publishers, and DSPs. You will invest in the development and performance management of team members and help execute engagement activities aligned with The MLC’s guiding principles. You will support the vision and strategy to ensure our users and Members receive a consistent, high-quality support experience every time they contact our Support team.

We are a service organization and must be available to support our customers when they need us. Flexibility with hours and availability are essential.

Our hours of operation are currently Monday through Friday from 8:00 a.m. to 6:00 p.m. CST.

Our company is Hybrid with onsite expectations on Tuesdays and Thursdays.

Qualifications

Required

• Bachelor’s Degree or equivalent
• Two years related work experience in Customer Experience as a Specialist, Supervisor or Team Lead; Quality Specialist or Lead
• Experience with coaching and training others for increased performance
• Quantitative and qualitative analysis skills
• Strong written and verbal communication
• Empathetic, collaborative, self-starter and results driven with the ability to deliver and receive feedback

Preferred

• Lean Six Sigma (LSS) experience in the application of LSS principles to achieve operational excellence is a plus.
• Multi-channel support experience preferred.

Essential Responsibilities

• YOU WILL STRIVE FOR OPERATIONAL EXCELLENCE & DATA ANALYSIS BY:
  • Supporting and identifying opportunities for continuous process improvement
  • Communicating and monitoring key performance indicators (KPIs) including but not limited to service level agreements (SLAs), first contact resolution (FCR), productivity goals, and customer satisfaction scores.
  • Conducting an ongoing assessment of KPIs to ensure alignment with organizational objectives, including workforce management for real-time support channels.
  • Performing quality assurance audits to measure team compliance with documented resolution pathways.
  • Partnering and aligning with Voice of Customer (VOC) team to support content development based on business updates and processes related to Support team operations.
  • Conveying the customer experience and its drivers to Member Support leadership in a way that is both concise and impactful.
  • Analyzing potential technical bugs, reported by users and Members, are properly vetted and work with Tech team to ensure business critical issues are prioritized accordingly.
  • Collaborating with other areas of the organization and providing input as a subject matter expert on cross-functional initiatives that support and enhance Members’ experiences.
  • Serve as the point of escalation for Senior Associates and Specialist(s) of Member Support with complex support inquiries related to the Matching Tool and its internal processes.

Leading With Purpose

• Modeling an empathetic approach to customer care that centers around building trust and removing barriers.
• Cultivating a high-engagement environment where team members feel valued and understand how their day-to-day work contributes to the mission of the broader organization.
• Equipping team members for individual success by helping them create development plans and providing access to the tools necessary to reach growth milestones.
• Consistently delivering constructive, actionable feedback to team members.
• Creating, maintaining, and facilitating employee training, related training materials, and onboarding for Member Support processes.

Culture & Equal Opportunity

The MLC is an equal opportunity employer. The MLC does not make employment decisions based on race, color, religion or religious belief, ethnic or national origin, sex, gender, gender-identity, sexual orientation, marital status, citizenship status, disability, age, military or veteran status, or any other category protected by local, state, or federal law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoffs, transfer, leaves of absence, and compensation.