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

You are driven by the success of others. You have a genuine passion for building decision-making confidence in your team so they feel empowered to provide resolutions independently. You thrive in fast-paced, high-volume contact center environments and bring stamina, positivity, and focus—especially during peak seasons and periods of change. You are a hands-on, high-energy coach who values real-time feedback, frequent touchpoints, and being present with your team. You are comfortable taking ownership of complex issues, and you possess a sharp ability to think critically and solve problems on the fly. You communicate effectively at all levels and can flex your style to coach an Associate, de-escalate a member, or partner with senior leaders. You love finding a good deal, are passionate about fashion, and are excited to lead and collaborate within a kind, remote-first culture.

• Education: High School Diploma or equivalent
• Experience: 3-5 years in a Member Contact Center environment (e-commerce or luxury retail is a major plus) with at least 2 years in a supervisory role
• Technical skills: Proficient in relevant computer applications and able to navigate multiple systems simultaneously
• Schedule flexibility: Must be willing to work any shift Monday through Sunday, 9am-9pm EST
• Work authorization: Must be currently authorized to work in the United States on a full-time basis (not eligible for visa sponsorship)

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. Depending on role eligibility, your offer may also include bonus/commission, stock options, paid time off, medical, dental, vision and basic life insurance. Final offer amounts may vary based on prior experience, education, certifications, licenses, skills and expertise, location, internal equity, and other job-related factors consistent with business need.

Schedule

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

About Us

Rue Gilt Groupe combines three complementary brands—Rue La La, Gilt, and Shop Simon—as the premier off-price e-commerce portfolio company. Our model defined the online treasure hunt through daily sale events allowing 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—empowered, tenacious, passionate, collaborative, innovative, and kind—is something we strive for every single day.