Customer Success Lead
Pigment
Member Success Manager
Ten Lifestyle Group
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Responsible for owning and managing the majority of escalations across dedicated programs in North America.
- Ensure escalations are resolved within defined SLAs.
- Provide daily escalation reports to the client.
- Conduct reviews of escalation trends and areas for improvement.
- Collaborate with stakeholders to deliver service recovery and process improvements.
- Equip our Lifestyle Managers (LMs) and Team Managers (TMs) with skills to manage complaints before they escalate.
- Support telephony SLAs by taking calls when coverage is needed, in addition to handling escalation calls.
Requirements
- High school diploma or equivalent.
- Proven success managing North American escalations directly with members.
- Strong knowledge of Amadeus.
- Experience coaching and/or training front-line teams.
- Ability to manage high-pressure situations and resolve complex issues.
- Desirable: Experience in financial services or bank-affiliated concierge programs.
- Strong knowledge of travel programs, policies, and supplier relations.
- Further education in business, hospitality, or a related field.
Benefits
- A competitive salary depending on experience, plus a performance-based bonus.
- Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
- Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
- Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
- Remote Working Holidays - possibilities to Travel and Work.
- Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
- Be part of our global, dynamic, and inclusive Team, with diversity at its core.
- Genuine career opportunities within a dynamic and international company.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
escalation managementservice recoveryprocess improvementcoachingtrainingissue resolutiontelephony supportSLA managementcomplaint managementtrend analysis
Soft skills
collaborationcommunicationproblem-solvingadaptabilityleadershipinterpersonal skillstime managementcritical thinkingstress managementcustomer service
