Remote Member Support Lead

F5 Remote Jobs; United States; Remote; USD 89,000 - 100,000; Full time

Benefits offered by this job

Equity

Hybrid work model

Bonuses / commissions

Job summary

Engine seeks a Manager, Member Support to lead a blended team of internal specialists, temp-to-hire staff, and BPO partners across voice, chat, and email. You will own CSAT, CPH, QA, and adherence, coaching teams to exceptional performance and scalable growth.

You’ll work hands-on to optimize processes, utilize AI and analytics, and collaborate with HR and recruiting to build a high-velocity, customer-centric operation. Remote-US with weekend rotations is expected.

Qualifications

• 3+ years of people leadership in a contact center or customer support setting.

Responsibilities

• Lead a blended team of internal Member Support Specialists, temp-to-hire associates, and BPO partners to drive CSAT, CPH, QA, adherence, and SLA.
• Coach and develop direct reports through 1:1s, reviews, and targeted skill-building.
• Oversee onboarding and ramp plans for new-hire waves and guide temp-to-hire decisions.
• Own performance metrics and present insights and action plans in Weekly Business Reviews.
• Manage workflow via daily huddles, Slack, and real-time workforce management collaboration.
• Collaborate with other leaders to implement new strategies and process improvements.
• Participate in interviews with recruiting and staffing teams to grow the team.
• Support weekend Manager on Duty rotations to maintain coverage during surges.

Skills

People leadership

Coaching skills

Relationship building

Time management

Tools

Assembled

Hex

Looker

AI assistants

Job description

Engine seeks a Manager, Member Support to lead a blended team of internal specialists, temp-to-hire staff, and BPO partners across voice, chat, and email. You will own CSAT, CPH, QA, and adherence, coaching teams to exceptional performance and scalable growth.

You’ll work hands-on to optimize processes, utilize AI and analytics, and collaborate with HR and recruiting to build a high-velocity, customer-centric operation. Remote-US with weekend rotations is expected.