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Robert Half Logo Robert Half · Customer Service

Member services supervisor

United States, Milford · Job Posted May 15, 2026
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Job Description

We are looking for a Member Services Supervisor to oversee a high-quality experience for members while guiding day-to-day service operations. This role combines team leadership, process improvement, and direct coordination of member programs to strengthen satisfaction, accuracy, and long-term engagement. The ideal candidate brings strong communication skills, sound judgment, and the ability to manage service activities in a fast-paced office environment.

Job Responsibility

  • Direct membership lifecycle activities, ensuring smooth enrollment, account maintenance, and separation processes with careful attention to service quality and accuracy
  • Coordinate the planning and support of member-facing activities such as meetings, training sessions, and industry events, representing the organization in a thorough and attentive manner
  • Create and refine engagement initiatives that improve the member experience, encourage continued participation, and support retention goals
  • Review service metrics and member input to uncover patterns, identify gaps, and propose practical improvements to internal workflows
  • Manage projects focused on strengthening member service operations, working closely with internal departments and outside vendors to deliver effective solutions
  • Coach, train, and support team members on service procedures, systems usage, and performance expectations, including ongoing development and feedback
  • Keep member communications, website materials, and vendor-related documents current, accurate, and aligned with operational needs
  • Maintain precise member records in business systems and recommend upgrades or process changes that improve efficiency, including enhancements related to ticketing and member management platforms

Requirements

  • At least 3 years of experience in customer service or member services, including prior responsibility for supervising a small team and supporting performance management activities
  • Bachelor’s degree preferred, or equivalent experience in a related business or service-focused field
  • Strong written and verbal communication skills with the ability to handle member interactions clearly and effectively
  • Hands-on experience with ticketing or case-management platforms such as Zendesk, along with confidence using Microsoft Office applications
  • Familiarity with Epicor or comparable ERP systems and the ability to maintain accurate data within multiple business tools
  • Demonstrated ability to stay organized, manage competing priorities, and solve problems effectively in a smaller office setting
  • Collaborative and self-directed work style with a positive attitude, flexibility, and strong attention to detail

What we offer

  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan
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