Member Experience Lead

All 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.

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.

• 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

• 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 issues to the right owner
• Ensure SOP adherence across the team (you enforce and follow the SOPs; the Operations Lead authors them)

• 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

• Coordinate with the Operations Lead on tooling needs, raising requests rather than building solutions yourself
• Work with the Technology Liaison Specialist to get kit‑technical answers, workshop photos, and clean defect signals into the Production handoff
• Represent the live member‑support reality in team reviews

• The 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.

• 4+ years experience in member support, customer service, or related roles, with 2+ years in a leadership role
• Proven track record coaching and developing a high‑performing support team
• Real‑time availability during Americas business hours. This role owns live shift coverage and real‑time escalation response
• Exceptional communication skills at all levels, from specialists to executives
• Strong operational judgment and calm decision‑making under pressure
• Experience with performance management, coaching, and shift or queue management
• Data‑driven mindset: you use metrics to run the team day to day
• Familiarity with wellness, health‑education, or community‑driven environments

• Experience leading support operations in a high‑growth environment
• Background in health education, coaching, or community support
• Experience with support and ticketing platforms, CRM systems, and community moderation tooling

• Documentation & Operations: A central knowledge and operations platform that runs most of our work, a must for all roles
• Communications: Team messaging groups and a busi