Sr. Manager, Member Support at MasterClass | Torre

Sr. Manager, Member Support

Emma highlights
This highlight was written by Emma’s AI. Ask Emma to edit it.
Full-time

Legal agreement: Employment

Compensation
USD80k - 160k/year
Non-negotiable
location_on
Hybrid (United States)
Posted almost 6 years ago

Responsibilities


• Oversee all aspects of member support teams including Tier 1, 2, 3 and Technical support • Plan, implement, and optimize agile, scaled 24/7 support models, including utilizing outsourced workforces and knowledge base management • Lead the daily operations of the Member Support Team, making sure that KPIs, goals and objectives are consistently met and improved upon • Partner with leadership team to align Support department policies, practices, and systems with the company’s overall objectives and mission • Establish and build relationships with cross-functional partners to ensure MasterClass members receive a world class support experience • Determine common processes, solutions and systems to improve operating efficiency, problem resolution and customer satisfaction • Drive employee engagement and foster a positive and productive culture through enthusiastic leadership