Title of role: Member Services Supervisor
Location: Remote
Approved Salary Range: $62,000-$68,000

About the Role:

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. You will provide frequent, actionable feedback and hands-on coaching to drive continuous improvement in both Member Experience and productivity, creating a culture where feedback is expected, welcomed, and acted upon.
  • 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. You recognize that these foundational tasks are crucial to a well-functioning, professional remote team.
  • 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. You’ll use these moments not just to resolve a concern, but 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—supporting adoption and change management within your team.

About You:

• You are driven by the success of others. You have a genuine passion for building decision-making confidence in your team so they feel empowered to provide resolutions independently.
• You thrive in fast-paced, high-volume contact center environments and bring stamina, positivity, and focus—especially during peak seasons and periods of change.
• You are a hands-on, high-energy coach who values real-time feedback, frequent touchpoints, and being present with your team.
• You are comfortable taking ownership of complex issues, and you possess a sharp ability to think critically and solve problems on the fly.
• You communicate effectively at all levels and can flex your style to coach an Associate, de-escalate a member, or partner with senior leaders.
• You love finding a good deal, are passionate about fashion, and are excited to lead and collaborate within a kind, remote-first culture.

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

Experience and Background Needed:

Education

• High School Diploma or equivalent

Years of experience

• 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.

Technical skills

• • Proficient in relevant computer applications and able to navigate multiple systems simultaneously.