High Performance WarningAll roles at TZLA Club demand exceptional performance and dedication.
Before applying, please understand:We maintain extremely high standards and expect consistent excellenceThe work environment is fast-paced with ambitious deadlinesYou must be comfortable with rapid changes and quick decision-makingWe expect proactive problem-solving and independent thinkingThe role may require dedication beyond standard 9-to-5 expectationsOnly 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 & CoachingLead, coach, and develop the Support Specialists and the Technology Liaison Specialist through regular 1:1s and in‐the‐moment feedbackRun specialist hiring and onboarding in partnership with the Manager and TalentHold a high-performance, high‐accountability culture and model member‐first serviceDevelop the bench, mentoring Senior Support Specialists toward future leadershipLive Coverage & Shift DeploymentOwn shift planning, coverage, and real-time deployment across the support windowMake the day‐to‐day calls on who works which area, balancing load as queues shiftServe as the real‐time escalation point for cases that need leadership judgmentOwn queue health: response times, case aging, overdue cases, and resolution qualityTriage escalations and route cross‐functional issues to the right ownerEnsure SOP adherence across the team (you enforce and follow the SOPs; the Operations Lead authors them)Reporting & ContinuityOwn shift handovers, daily reporting compliance,



and weekend backlog controlSurface trends and recurring issues to the Manager and the Operations LeadKeep the team aligned to the Member Experience operating model in daily executionCross-Team Coordination (day‐to‐day)Coordinate with the Operations Lead on tooling needs, raising requests rather than building solutions yourselfWork with the Technology Liaison Specialist to get kit‐technical answers, workshop photos, and clean defect signals into the Production handoffRepresent the live member‐support reality in team reviewsHow This Role Differs from the Manager and the Operations LeadThe Member Experience Manager owns the operating model, strategy, budget, quarterly roadmap, and the hiring and development of the Leads.
They think in quarters.The Operations Lead (your peer, no direct reports) owns the systems, tooling, ticketing build, SOP authorship, and is the requester into IT.You (the Member Experience Lead) own the people and the daily and weekly execution.
You own the throughput and quality scoreboard, you enforce and follow the SOPs the Operations Lead authors, and you elevate tooling needs rather than building them yourself.Required Skills4+ years experience in member support, customer service, or related roles, with 2+ years in a leadership roleProven track record coaching and developing a high‐performing support teamReal‐time availability during Americas business hours.
This role owns live shift coverage and real‐time escalation responseExceptional communication skills at all levels, from specialists to executivesStrong operational judgment and calm decision‐making under pressureExperience with performance management, coaching, and shift or queue managementData‐driven mindset: you use metrics to run the team day to dayFamiliarity with wellness, health‐education,



or community‐driven environmentsPreferred SkillsExperience leading support operations in a high‐growth environmentBackground in health education, coaching, or community supportExperience with support and ticketing platforms, CRM systems, and community moderation toolingCore Tech StackDocumentation & Operations: A central knowledge and operations platform that runs most of our work, a must for all rolesCommunications: Team messaging groups and a business productivity suiteSupport Platforms / CRM: A modern support/ticketing platform and CRM, plus community management toolingKPIs You Will OwnFirst response time — median time to first team response, tracked separately by channel: email (target < 48h) and the private Telegram support groups (target < 6h)Troubleshooting resolution time — kit‐troubleshooting cases resolved within 5 business days (median)Weekend ticket backlog — tickets that arrived over the weekend and are still awaiting a team reply Monday morningDaily report compliance across the teamShift coverage & presence — scheduled Club Chat shifts completed with a handover and at least one member‐facing messageAbout TZLAAt TZLA Club, members explore what is possible for their own health.
TZLA is a self‐directed health science club built around hands‐on experimentation.
We provide members with a unique science kit that harnesses plasma and support them as they experiment with its properties.
Our team consists of brilliant, disciplined, and positive individuals who are pushing the boundaries of technology beyond conventional limits.Why Join TZLA?
Foundational Impact:You run the day‐to‐day engine that members feel every time they reach us.
How fast we resolve, how well we listen, and how consistent we are is yours to set.A Culture of Excellence:Work with a disciplined, brilliant team in a high‐end environment that rewards initiative and outcomes.Live the Mission:Receive a substantial discount on a TZLA Club membership and experience our technology firsthand.General Gatherings:Participate in regular, fully‐paid team retreats in exciting destinations.
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📌 Member Experience Lead (México)
🏢 tzla
📍 México