Member Support Team Lead - Customer Experience & Ops

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

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.