Member Services Supervisor

About the Role

This is not your average call center Supervisor role—it’s an opportunity to own and elevate the team experience while shaping how we deliver member service. At Rue Gilt Groupe, our Supervisors don’t just “manage” a team; they create an environment where a fully remote team of Member-focused Associates feel empowered, confident, and equipped to deliver truly above and beyond moments. Our Associates are trusted advocates, not script-readers. We believe in authentic conversations and thoughtful decision-making, and we’re looking for a leader who leans into coaching over correcting, brings high energy to daily team engagement, and is excited to help drive continuous improvement across the operation. This role balances hands-on people leadership with strong administrative ownership and active participation in initiatives that help evolve a world-class, remote contact center.

Responsibilities

• Coaching Mindset: Utilize Associate KPI data and real-time interaction observations to build customized, behavior-based coaching plans for each team member. Provide frequent, actionable feedback and hands-on coaching to drive continuous improvement in both Member Experience and productivity, creating a culture where feedback is expected, welcomed, and acted upon.
• Leadership Administrative Tasks: Maintain the operational integrity of your team by ensuring timecards are accurate and all performance management documentation is correct and delivered timely. Recognize that these foundational tasks are crucial to a well-functioning, professional remote team.
• Cultivate Excellence: Lead impactful virtual team huddles and 1:1 meetings that translate our brand’s high standards into daily actions, ensuring every interaction is "above and beyond."
• Strategic Escalation Support: Serve as the final touchpoint for Members needing additional support. Use these moments not just to resolve a concern, but to model exceptional service and provide a learning opportunity for the Associate involved.
• Change & Continuous Improvement: Actively contribute to operational evolution by identifying trends, gaps, and opportunities from frontline insights. Participate in and, at times, lead project work such as pilots, process improvements, workflow changes, and new initiative rollouts—supporting adoption and change management within your team.

Requirements

• Driven by the success of others with a genuine passion for building decision-making confidence in your team so they feel empowered to provide resolutions independently.
• Thrives in fast-paced, high-volume contact center environments with stamina, positivity, and focus—especially during peak seasons and periods of change.
• Hands-on, high-energy coach who values real-time feedback, frequent touchpoints, and being present with the team.
• Comfortable taking ownership of complex issues with sharp critical thinking and problem-solving skills on the fly.
• Communicates effectively at all levels and can flex style to coach an Associate, de-escalate a member, or partner with senior leaders.
• Passionate about fashion and excited to lead and collaborate within a kind, remote-first culture.
• High School Diploma or equivalent.
• 3–5 years of experience in a Member Contact Center environment (e-commerce or luxury retail is a major plus) with at least 2 years in a supervisory role.
• Proficient in relevant computer applications and able to navigate multiple systems simultaneously.

Benefits

• Comprehensive Coverage: Robust health, dental, and vision insurance effective on the date of hire.
• Time & Flexibility: Paid Time Off (PTO) and remote work option that supports a healthy work-life balance.
• Culture: A supportive, inclusive culture that encourages innovation, safety, and creative risk-taking.
• Community: Annual paid volunteer opportunities and regular DEI celebrations to foster a strong sense of community and collaboration.
• Impact: The chance to make a real, measurable impact at a mission-driven, fast-growing company poised for major expansion.

Pay

Approved Salary Range: $62,000–$68,000

Schedule

Must be willing to work any shift Monday through Sunday, 9:00 am–9:00 pm EST.

Work Authorization

Rue Gilt Groupe requires all applicants to be currently authorized to work in the United States on a full-time basis. This position is not eligible for visa sponsorship now or in the future.

About Us

Ready for the most memorable – and stylish – experience of your professional career? Then join us at Rue Gilt Groupe. Combining three complementary brands, Rue La La, Gilt, and Shop Simon, we are the premier off-price e-commerce portfolio company. Our model defined the online treasure hunt through its daily sale events allowing our customers to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail. We believe in fashion for all, sparking delight through daily discovery and shopping as an occasion to celebrate! World-class merchandising, technology and marketing bring our shopping experience to life, and we hire world-class people to do it. Living our values and being empowered, tenacious, passionate, collaborative, innovative, and kind is something we strive for every single day. We meet over coffee and brainstorm new ways to spark delight for our members. Volunteer on- and off-hours together. Plan some serious surprises for our coworkers, because nothing ignites innovation like a breakfast cereal buffet or an afternoon slice of cake. And we don't hesitate to use our associate discount – after all, we're as enthusiastic about style as our customers. The way we work? It's so much more than what happens between the weekends. It empowers us to think, create, and innovate, so we can deliver the first-rate experience today's customer’s demand.