Duties & Responsibilities:

• Oversee all member interactions across various channels (online, in-club, voice, non-voice, social media, etc.) to deliver a consistent, high-quality experience.
• Drive continuous improvement by analyzing data, identifying pain points, and implementing scalable solutions. This includes optimizing workflows, leveraging technology, and pursuing automation opportunities.
• Lead, mentor, and coach Customer Service Team, providing them with the necessary training and resources to handle inquiries, resolve issues, and improve their communication skills.
• Monitor key business metrics and sentiment through analytics, social listening, and feedback programs to identify trends and champion solutions that boost satisfaction and retention.
• Maintain and improve self-service resources like knowledge bases and FAQs, while also implementing technology-driven solutions like Unified Communications Platform, AI chatbots, and ticketing systems to streamline support operations.
• Ensures that redress is not just about fixing a problem, but about safeguarding compliance, protecting the brand, and continuously improving the overall member experience.

Job Requirements:

• Bachelor's degree in communications, Psychology, Business, or a related field is required, with a preference for an advanced degree or specialized training in e-commerce, customer service/customer experience, or information technology.
• At least five years of professional experience in e-commerce customer service, support, or a related field, with proven expertise in omnichannel customer experience, regulatory public relations, and cybersecurity.
• Highly proficient with modern digital tools, including CRM systems, e-commerce platforms, and unified communication tools
• Candidates must have the flexibility to work varied hours, which may include early morning shifts, weekends, holidays, and on-call rotations to meet dynamic business needs