Complaints & Quality Assurance Specialist

At Ten Lifestyle Group, we create exceptional experiences for over 3.5 million members worldwide, delivering access to the world's most sought-after travel, dining, entertainment, and lifestyle services. As the global leader in concierge and lifestyle management, we operate in over 100 countries and partner with leading financial institutions, premium brands, and high-net-worth clients to deliver truly exceptional service.

About the role

This is a unique hybrid role that combines complaint resolution, escalation management, quality assurance, coaching, and service improvement. Approximately 50% of your role will focus on managing member and corporate complaints, while the remaining 50% will focus on quality assurance activities, including interaction reviews, audits, calibration sessions, coaching, and identifying opportunities to improve service delivery across the business. You will act as both a voice of the member and a guardian of service standards, ensuring that feedback, complaints, and quality insights are translated into meaningful actions that improve the experiences of our members and clients.

Working closely with Operations, Training, Client Services, and Customer Experience leadership teams, you will play a key role in helping Ten deliver industry-leading service and continuous improvement.

Responsibilities

• 50% Complaints & Member Resolution
  • Investigate, manage, and resolve member and corporate complaints from initial receipt through to final resolution
  • Take ownership of escalated member concerns and ensure fair, member-focused outcomes
  • Conduct thorough root cause investigations and identify opportunities to prevent future issues
  • Partner with Operations and Team Managers to implement appropriate service recovery solutions
  • Ensure complaints are managed within agreed service levels and company standards
  • Monitor complaint trends and recurring issues across the business
  • Accurately document complaint outcomes and member feedback
  • Serve as a trusted advisor to operational teams on complaint handling and resolution best practices
  • Communicate confidently with members, clients, and internal stakeholders throughout the resolution process
• 50% Quality Assurance & Service Excellence
  • Conduct quality evaluations across calls, emails, written correspondence, and member requests
  • Complete quality reviews accurately and within agreed deadlines
  • Perform targeted audits, spot checks, homepage reviews, and service quality assessments
  • Participate in and facilitate calibration sessions to ensure consistency and alignment
  • Support Email Proof Reading activities and provide real-time coaching where necessary
  • Identify service quality trends, strengths, and opportunities for improvement
  • Deliver coaching and feedback based on quality findings
  • Work closely with Training and Operations teams to improve service performance and consistency
  • Help drive quality initiatives that enhance member satisfaction and service excellence
  • Turn quality insights into practical recommendations and measurable improvements

Requirements

• Minimum 3 years' experience in customer service, complaint handling, escalations, customer experience, quality assurance, or a similar service-focused environment
• Experience conducting quality reviews, service assessments, or customer interaction evaluations
• Strong written and verbal communication skills
• Ability to manage difficult conversations professionally and confidently
• Strong investigative and problem-solving skills
• Excellent attention to detail and organizational skills
• Ability to balance multiple priorities in a fast-paced environment
• Experience coaching or providing constructive feedback to others is advantageous
• A passion for service excellence and improving customer experiences
• Comfortable working with a variety of stakeholders, including members, corporate clients, operational leaders, and support teams

Benefits

• Competitive salary and performance-related incentives
• Comprehensive medical, dental, and vision coverage
• 401(k) and additional retirement benefits
• Paid time off and parental leave programs
• Learning and development opportunities
• Employee discounts and partner benefits
• Access to global career opportunities across Ten's international network
• A collaborative and supportive team environment

Why Join Ten Lifestyle Group?

• Make an Impact: Influence service delivery and improve experiences for millions of members worldwide
• Be a Change Driver: Help shape operational improvements through quality insights and member feedback
• Career Growth: Access world-class training, mentorship, and career development opportunities
• Global Exposure: Collaborate with teams, clients, and stakeholders across our global network
• Culture & Community: Be part of a Certified B Corp committed to diversity, inclusion, and positive impact
• Recognition & Rewards: Benefit from performance recognition programs and development opportunities
• Meaningful Work: Every complaint resolved and every quality insight identified helps create better experiences for our members

Schedule

• Full-time, permanent position
• 100% office-based role
• Positions available in both New York City and Las Vegas
• Regular weekend coverage, including Saturdays and Sundays, forms part of the core working schedule