Member Services Supervisor
Position Summary & Responsibilities
Title of role: Member Services Supervisor
Location: Remote
Approved Salary Range: $62,000-$68,000
About the Role:
This is not your average call center Supervisor role—it’s an opportunity to own and elevate the team experience while shaping how we deliver member service. At Rue Gilt Groupe, our Supervisors don’t just “manage” a team; they create an environment where a fully remote team of Member-focused Associates feel empowered, confident, and equipped to deliver truly above and beyond moments. Our Associates are trusted advocates, not script-readers. We believe in authentic conversations and thoughtful decision-making, and we’re looking for a leader who leans into coaching over correcting, brings high energy to daily team engagement, and is excited to help drive continuous improvement across the operation. This role balances hands-on people leadership with strong administrative ownership and active participation in initiatives that help evolve a world-class, remote contact center.
Key Responsibilities:
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- Coaching Mindset: Utilize Associate KPI data, and real-time interaction observations to build customized, behavior-based coaching plans for each team member. You will provide frequent, actionable feedback and hands-on coaching to drive continuous improvement in both Member Experience and productivity, creating a culture where feedback is expected, welcomed, and acted upon.
- Leadership Administrative Tasks: Maintain the operational integrity of your team by ensuring timecards are accurate and all performance management documentation is correct and delivered timely. You recognize that these foundational tasks are crucial to a well-functioning, professional remote team.
- Cultivate Excellence: Lead impactful virtual team huddles and 1:1 meetings that translate our brand’s high standards into daily actions, ensuring every interaction is "above and beyond."
- Strategic Escalation Support: Serve as the final touchpoint for Members needing additional support. You’ll use these moments not just to resolve a concern, but to model exceptional service and provide a learning opportunity for the Associate involved.
- Change & Continuous Improvement:
Key Role Competencies & Evaluation Highlights
The core evaluation hones in on flash-sale urgency dynamics, high-end visual brand stewardship, and real-time inventory management.
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