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Member Support Director

New

Skills

AI Implementation Call Center Management Cross-functional Collaboration Customer Support Forecasting and Scheduling KPI Tracking Quality Assurance Team Leadership Ticketing Systems Workforce Management

As the Director of Member Support at Foodsmart, you will be responsible for defining the vision and operating model for our Member Support team as we align with the company's growth. This role involves strategic planning, staffing management, and the implementation of advanced tools and technologies, including AI, to enhance our support operations.

Key Responsibilities
  • Define the vision, operating model, and multi-year roadmap for Member Support.
  • Manage staffing and capacity, including forecasting and scheduling for Representatives.
  • Evaluate and implement call center and workforce management tools.
  • Lead and develop Member Support leaders, holding them accountable for team performance.
  • Oversee hiring, onboarding, and training processes for Representatives.
  • Track and report on department KPIs and present insights to executive leadership.
Requirements & Qualifications
  • 8+ years of experience in customer support or member services, with 4+ years in a leadership role.
  • Experience in a high-volume contact center and proven track record of scaling support organizations.
  • Strong command of support metrics and experience in deploying AI in support operations.
  • Familiarity with call center, ticketing, and QA platforms.
  • Bachelor's degree or equivalent experience preferred.
  • Flexible availability for later shifts and occasional weekends.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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