Member Support Team Lead — Hybrid/Remote

Engine; Chicago (IL); Hybrid; USD 89,000 - 100,000; Full time

Benefits offered by this job

Equity

Bonuses or commissions

Hybrid-hub environment

Remote-friendly options

Job summary

Engine, a leading AI-native travel platform in the United States, is seeking a hands-on Member Support Manager in Chicago, IL. You will lead a blended team across voice, chat, and email, owning CSAT, productivity, QA, and adherence outcomes while scaling operations during peak times.

You’ll coach, onboard, and develop staff, collaborate with vendor partners, and drive efficiency using AI tools like Grok Bot and Looker. Hybrid work options and equity are offered.

Qualifications

• 3+ years of people leadership in a contact center or customer support setting.
• Excellent people leader with coaching and retention skills.
• Familiar with contact center metrics (CSAT, CPH, QA, SLA) and able to explain drivers and actions.
• Hands-on with reports; experience with WFM tools, BI tools, and AI assistants is a plus.
• Experience leading through high-volume surges or launches of new lines of business.
• Strong time management and a proactive, solution-focused mindset.
• Hospitality or travel tech experience is a plus.

Responsibilities

• Be a positive force on the team with a servant-leader mindset and drive initiatives to completion.
• Provide coaching and development for direct reports; conduct 1:1s and performance reviews.
• Lead assigned BPO pod with vendor partners to drive performance and accountability.
• Onboard and ramp new hires; track 30/60/90-day goals and recommend temp-to-hire decisions.
• Own CSAT, CPH, QA, and SLA; report results with action plans in Weekly Business Review.
• Manage incoming workflow and coordinate with Workforce Management in real time.
• Lead high-volume events; support where needed and identify efficiency opportunities.
• Use AI and analytics tools to automate tracking and spot coaching opportunities.
• Handle escalations from Account Managers; approve compensation within authority.

Skills

People leadership

CSAT tracking

CPH productivity

QA adherence

WFM tools

BI tools

AI assistants

Report creation

Tools

Assembled

Hex

Looker

Job description

Engine, a leading AI-native travel platform in the United States, is seeking a hands-on Member Support Manager in Chicago, IL. You will lead a blended team across voice, chat, and email, owning CSAT, productivity, QA, and adherence outcomes while scaling operations during peak times.

You’ll coach, onboard, and develop staff, collaborate with vendor partners, and drive efficiency using AI tools like Grok Bot and Looker. Hybrid work options and equity are offered.