Membership Services Team Lead

Job Description

• Manage a team of 10-15 Membership Services Representatives with varying schedules.
• Identify training and development opportunities and partner with L&T, QS, and Content teams to implement targeted development plans and resources.
• Conduct regular 1:1s, team meetings, and coaching sessions in line with established standards.
• Build, develop, and lead a high performing team that meets or exceeds defined performance goals and KPIs.
• Engage and develop direct reports by fostering an open, collaborative environment, providing individualized coaching and growth plans, and driving needs based initiatives through effective communication, feedback, and best practice sharing.
• Manage HR related issues appropriately and in accordance with company guidelines.
• Conduct regular shadowing sessions with the team to ensure quality, consistency, and efficiency.
• Review emails and escalated member issues within an acceptable time frame & interact directly with members when necessary.
• Follow company guidelines while thinking quickly and creatively to offer solutions that meet member needs.
• Stay on top of all administrative responsibilities, ensuring accurate, timely completion of required workflows, reporting, documentation, and internal updates.
• Maintain in depth knowledge of processes and procedures, supporting team questions and providing approvals as needed.
• Create and maintain a positive, inclusive, and motivating team culture.
• Leverage AI driven tools and insights to improve team efficiency, enhance member experience, and support data informed coaching and decision making.
• Support cross functional and department wide projects by providing team insights, executing operational tasks, and helping drive successful implementation.

Requirements

• Previous Team Leader or Manager experience in a contact centre environment is strongly preferred.
• Passion for leading, coaching, and developing others.
• Excellent written and verbal communication skills.
• Positive attitude and high energy performer with a solutions oriented mindset.
• Ability to thrive in a dynamic, fast paced startup environment.
• Ability to leverage multiple applications, systems, and tools effectively.
• Strong planning and organisational skills, with the ability to work under pressure, remain calm, communicate clearly, and prioritise workload to meet deadlines.
• Proven track record of analysing information, troubleshooting issues, and resolving problems effectively.
• Demonstrated ability to lead by example, acting as a role model for time, attendance, professionalism, and overall team standards.
• Strong commitment to maintaining confidentiality and handling sensitive information with discretion and integrity.
• Must be eligible to live and work in Ireland.
• Must be available to work at our Limerick office in line with the Hybrid Model.
• Flexibility to work shifts across a Monday-Sunday daytime schedule between 7:00 am and 10:00 pm.