We are seeking an exceptional Member Experience Lead to run the day-to-day engine of TZLA's Member Experience team. This is a hands-on people-leadership role: you lead the Support Specialists and the Technology Liaison Specialist, keep live coverage tight, hold the quality bar, and make sure every member issue is triaged, owned, and resolved fast. Reporting to the Member Experience Manager, you own the daily and weekly execution and the throughput and quality numbers that come with it. You think in days and weeks; the Manager thinks in quarters.
Key Responsibilities
Team Leadership & Coaching
- Lead, coach, and develop the Support Specialists and the Technology Liaison Specialist through regular 1:1s and in-the-moment feedback
- Run specialist hiring and onboarding in partnership with the Manager and Talent
- Hold a high-performance, high-accountability culture and model member-first service
- Develop the bench, mentoring Senior Support Specialists toward future leadership
Live Coverage & Shift Deployment
- Own shift planning, coverage,
and real-time deployment across the support window
- Make the day-to-day calls on who works which area, balancing load as queues shift
- Serve as the real-time escalation point for cases that need leadership judgment
Queue Health & Quality
- Own queue health: response times, case aging, overdue cases, and resolution quality
- Triage escalations and route cross-functional issues to the right owner
- Ensure SOP adherence across the team (you enforce and follow the SOPs; the Operations Lead authors them)
Reporting & Continuity
- Own shift handovers, daily reporting compliance, and weekend backlog control
- Surface trends and recurring issues to the Manager and the Operations Lead
- Keep the team aligned to the Member Experience operating model in daily execution
Cross-Team Coordination (day-to-day)
- Coordinate with the Operations Lead on tooling needs, raising requests rather than building solutions yourself
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📌 ???? Member Experience Lead (México)
🏢 TZLA Club
📍 México
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