🫱🏼‍🫲🏼 Member Experience Lead

Position Overview

We are seeking an exceptional Member Experience Lead to run the day-to-day engine of TZLA's Member Experience team. This is a hands-on people-leadership role: you lead the Support Specialists and the Technology Liaison Specialist, keep live coverage tight, hold the quality bar, and make sure every member issue is triaged, owned, and resolved fast. Reporting to the Member Experience Manager, you own the daily and weekly execution and the throughput and quality numbers that come with it. You think in days and weeks; the Manager thinks in quarters.

Key Responsibilities

Team Leadership & Coaching

• Lead, coach, and develop the Support Specialists and the Technology Liaison Specialist through regular 1:1s and in-the-moment feedback
• Run specialist hiring and onboarding in partnership with the Manager and Talent
• Hold a high-performance, high-accountability culture and model member-first service
• Develop the bench, mentoring Senior Support Specialists toward future leadership

Live Coverage & Shift Deployment

• Own shift planning, coverage, and real-time deployment across the support window
• Make the day-to-day calls on who works which area, balancing load as queues shift
• Serve as the real-time escalation point for cases that need leadership judgment

Queue Health & Quality

• Own queue health: response times, case aging, overdue cases, and resolution quality
• Triage escalations and route cross-functional issues to the right owner
• Ensure SOP adherence across the team (you enforce and follow the SOPs; the Operations Lead authors them)

Reporting & Continuity

• Own shift handovers, daily reporting compliance, and weekend backlog control
• Surface trends and recurring issues to the Manager and the Operations Lead
• Keep the team aligned to the Member Experience operating model in daily execution

Cross-Team Coordination (day-to-day)

• Coordinate with the Operations Lead on tooling needs, raising requests rather than building solutions yourself
• Work with the Technology Liaison Specialist to get kit-technical answers, workshop photos, and clean defect signals into the Production handoff
• Represent the live member-support reality in team reviews

How This Role Differs from the Manager and the Operations Lead

• The Member Experience Manager owns the operating model, strategy, budget, quarterly roadmap, and the hiring and development of the Leads. They think in quarters.
• The Operations Lead (your peer, no direct reports) owns the systems, tooling, ticketing build, SOP authorship, and is the requester into IT.
• You (the Member Experience Lead) own the people and the daily and weekly execution. You own the throughput and quality scoreboard, you enforce and follow the SOPs the Operations Lead authors, and you escalate tooling needs rather than building them yourself.

Required Skills

• 4+ years experience in member support, customer service, or related roles, with 2+ years in a leadership role
• Proven track record coaching and developing a high-performing support team
• Real-time availability during Americas business hours. This role owns live shift coverage and real-time escalation response
• Exceptional communication skills at all levels, from specialists to executives
• Strong operational judgment and calm decision-making under pressure
• Experience with performance management, coaching, and shift or queue management
• Data-driven mindset: you use metrics to run the team day to day
• Familiarity with wellness, health-education, or community-driven environments

Preferred Skills

• Experience leading support operations in a high-growth environment
• Background in health education, coaching, or community support
• Experience with support and ticketing platforms, CRM systems, and community moderation tooling

Core Tech Stack

• Documentation & Operations: A central knowledge and operations platform that runs most of our work, a must for all roles
• Communications: Team messaging groups and a business productivity suite
• Support Platforms / CRM: A modern support/ticketing platform and CRM, plus community management tooling

KPIs You Will Own

• First response time — median time to first team response, tracked separately by channel: email (target < 48h) and the private Telegram support groups (target < 6h)
• Troubleshooting resolution time — kit-troubleshooting cases resolved within 5 business days (median)
• Weekend ticket backlog — tickets that arrived over the weekend and are still awaiting a team reply Monday morning
• Daily report compliance across the team
• Shift coverage & presence — scheduled Club Chat shifts completed with a handover and at least one member-facing message

About TZLA

At TZLA Club, members explore what is possible for their own health. TZLA is a self-directed health science club built around hands-on experimentation. We provide members with a unique science kit that harnesses plasma and support them as they experiment with its properties. Our team consists of brilliant, disciplined, and positive individuals who are pushing the boundaries of technology beyond conventional limits.

Why Join TZLA?

• Foundational Impact: You run the day-to-day engine that members feel every time they reach us. How fast we resolve, how well we listen, and how consistent we are is yours to set.
• A Culture of Excellence: Work with a disciplined, brilliant team in a high-end environment that rewards initiative and outcomes.
• Live the Mission: Receive a substantial discount on a TZLA Club membership and experience our technology firsthand.
• Global Gatherings: Participate in regular, fully-paid team retreats in exciting destinations.

Next Steps

As a required field in your application, please include "VOLUNTARYISMROCKS" in your application's "Briefly describe why you are applying for this position" section. This helps us identify candidates who take the time to read and understand our requirements.

Our goal is to approach each hiring decision methodically, ensuring we identify the right fit for our team. Our process is built on mutual discovery and respect, allowing both sides to assess alignment thoughtfully.

1. Application Review: We meticulously review your materials.
2. Live Scenario Test: Qualified candidates will receive a real TZLA escalation and team-coverage scenario and 48 hours to produce a triage plan and a sample member response.
3. Screening Interview (60 mins): A deep dive into your leadership approach, how you run support operations and coverage, and a clear look into TZLA's vision and culture.
4. C-Level Interview: A conversation with founders to discuss your unique capabilities, past achievements, and how you elevate team performance. We will cover compensation, vision, and onboarding.