New YorkFull TimeCustomer Support
Remotely
customer serviceaiknowledge managementcross functional collaborationself serviceoperational metrics
Job Description
📋 Description
- Lead end-to-end digital member experience across high-touch support channels.
- Oversee Team Leads and Specialists for Concierge, VIP, and CLEAR1 members.
- Drive operational excellence, service quality, and continuous improvement.
- Collaborate with Product, Engineering, and Operations to enhance digital experiences.
- Establish scalable support processes, escalation frameworks, and knowledge management.
- Leverage feedback and metrics to identify service improvements and self-service opportunities.
🎯 Requirements
- 5+ years leading digital customer support or member services with people management responsibility
- Experience managing high-touch premium support programs across digital and omnichannel environments
- Coaching and developing frontline leaders; building high-performing teams
- Data-driven: using reporting and metrics to drive decisions and improve member experiences
- Collaborate with Product/Engineering and cross-functional stakeholders
- Experience supporting digital channels (chat, email, self-service, knowledge management, automation)
🎁 Benefits
- Comprehensive healthcare plans and wellness programs
- Flexible time off, stipends, and development opportunities
- 401(k) with employer match and other rewards
