Member Services/Contact Center Supervisor

Title of role: Member Services Supervisor (Contact Center)
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.

The above statements are intended to describe the general nature and level of work being performed by employee(s) assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employee(s) assigned to this job. Rue Gilt Groupe reserves the right at any time, with or without notice, to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities within your general skill set or capabilities. Rue Gilt Groupe is proud to be an Equal Opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

What We Offer:

Rue Gilt Groupe is committed to providing Associates with equal pay for equal work and carefully considers a wide range of compensation factors, including but not limited to, prior experience, education, certification(s), license(s), skills and expertise, location, internal equity, and other factors that are job related and consistent with business need. Our goal is to support, reward and compensate the entire individual. Depending on role eligibility, your offer may also include bonus/commission, stock options, 401(k) participation, paid time off, medical, dental, vision and basic life insurance. Therefore, final offer amounts may vary from the amount stated.

We Encourage You to Apply:

At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness and innovation. We’re committed to fostering an inclusive environment where every Associate is empowered to learn, grow and bring their full self to work. Even if you don't check off every qualification in the job description, that's okay. We encourage you to apply to any role that excites you and sparks delight! We can't wait to learn more about you.

Work Authorization
Rue Gilt Groupe requires all applicants to be currently authorized to work in the United States on a full-time basis. This position is not eligible for visa sponsorship now or in the future. Rue Gilt Groupe is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status.