Member Experience Supervisor

About the role

Serenity is growing fast, and we need a Member Experience Supervisor who knows how to build and run a call floor that performs. This is a hands-on leadership role — you'll be in the weeds with your team every day, tracking numbers, developing people, and making sure the operation runs clean.

Responsibilities

• Direct daily operations of an inbound call team focused on appointment scheduling and member support
• Identify individual coaching opportunities through call monitoring, CRM data, and direct observation
• Track and report on team KPIs — conversion rates, handle time, quality scores, schedule adherence
• Take ownership of escalated calls, guiding them to resolution without letting emotion drive the outcome
• Set clear performance expectations and follow through with structured accountability processes
• Lead daily stand-ups and individual check-ins that keep your team focused and moving forward
• Work cross-functionally with scheduling and operations teams to remove friction from the member journey
• Create a floor environment that is productive, professional, and built on mutual accountability

Requirements

• 1+ year of supervisory experience in customer service, call center, or high-touch service operations
• Verifiable track record of managing team performance metrics and driving measurable improvement
• You give feedback often, specifically, and without hesitation — and your team grows because of it
• Comfortable reading dashboards and call reports and turning that data into actionable coaching
• No industry-specific licensure or background required — full onboarding and training provided

Qualifications

• Experience in hospitality management, upscale retail, or service leadership is a serious advantage — the instincts transfer directly
• No industry-specific licensure or background required — full onboarding and training provided

Skills

• Experience managing teams through periods of rapid growth or organizational change
• Familiarity with appointment-based or scheduling-driven call environments
• A history of developing frontline employees into future leaders

Benefits

• 90% employer-paid medical, dental, and vision coverage
• 401(k) retirement plan
• 10 PTO days, increasing to 15 after year one, plus 10 paid holidays
• Employee referral bonuses
• A clear path upward in a company that promotes from within

Pay

Competitive compensation based on experience

Schedule

N/A