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
• Experience in hospitality management, upscale retail, or service leadership is a serious advantage — the instincts transfer directly
• 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
• Nice to have: Experience managing teams through periods of rapid growth or organizational change, familiarity with appointment-based or scheduling-driven call environments, and a history of developing frontline employees into future leaders

Qualifications

• No industry-specific licensure or background required — full onboarding and training provided

Skills

• Strong communication and interpersonal skills
• Ability to manage multiple priorities and adapt to changing circumstances
• Proficiency in CRM systems and call reporting tools
• Leadership and motivational skills

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

Full-time, ON-SITE

About Serenity

Serenity is a technology-driven company delivering advanced, evidence-based solutions that work — particularly for members who haven't had success with conventional options. Our call teams are the operational backbone of the member experience, and we invest in the people who lead them.

Employment is contingent upon successful completion of a background check and drug screening.