[Hiring] Member Services Supervisor @RUE GILT GROUPE

Role Description

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.

Key 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.
• 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.
• 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, using these moments 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.

Qualifications

• High School Diploma or equivalent.
• 3-5 years of experience in a Member Contact Center environment (e-commerce or luxury retail is a major plus) with at least 2 years in a supervisory role.
• Proficient in relevant computer applications and able to navigate multiple systems simultaneously.

Requirements

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

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.