High Performance WarningAll roles at TZLA Club demand exceptional performance and dedication. Before applying, please understand:
- We maintain extremely high standards and expect consistent excellence
- The work environment is fast-paced with ambitious deadlines
- You must be comfortable with rapid changes and quick decision-making
- We expect proactive problem-solving and independent thinking
- The role may require dedication beyond standard 9-to-5 expectations

Only apply if you thrive in high-performance environments and are committed to delivering outstanding results.
Position OverviewWe 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 ResponsibilitiesTeam 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
- Own queue health: response times, case aging, overdue cases, and resolution quality
- Triage escalations and route cross‑functional

📌 Member Experience Lead (México)
🏢 tzla
📍 México