Member Experience Lead
Job Summary
Job Description
The Member Experience Lead at The Daily Wire is responsible for boosting member satisfaction and driving retention across all Daily Wire brands, which includes Jeremy’s Razors. The lead will manage the support team, optimize engagement, encourage upgrades, and promote renewals. This includes leading the team, monitoring performance metrics, providing feedback and coaching, ensuring adequate staffing, supporting recruiting efforts, driving team engagement and implementing strategies for retention, managing complex customer concerns, ensuring team adherence to policies and procedures, and maintaining compliance. The ideal candidate will have at least 2 years of experience in a customer service leadership role and possess excellent customer service and team management skills.
Must have:
- 2+ years of customer service leadership.
- Proficiency with omni-channel customer support systems.
- Excellent customer service and team management skills.
- Strong emotional intelligence.
- Exceptional communication skills.
- High degree of empathy.
Good to have:
- Experience with Zendesk or similar CRM platforms.
- Familiarity or interest in the political and editorial news space.
- Technological proficiency, including Google Suite.
- Familiarity with mobile and streaming applications.
4 skills required
Job Details
The Member Experience Lead at The Daily Wire plays a vital role in driving member satisfaction, retention, and growth across all Daily Wire brands, including Jeremy’s Razors. This position focuses on leading the support team, optimizing engagement across membership tiers, encouraging upgrades, and promoting renewals.
Primary Responsibilities
- Lead and supervise the Member Experience team in daily operations and support functions
- Monitor individual and team performance metrics, including quality assurance and DSAT (Dissatisfaction) tickets
- Provide consistent feedback, mentoring, coaching, and corrective action when needed
- Ensure daily ticket coverage and adequate staffing for all responsibilities
- Support recruiting efforts through interviewing and hiring new representatives
- Drive team engagement and implement strategies for retention
- Identify high-performing individuals and develop growth plans for top talent
- Manage and resolve complex or escalated customer concerns with thoughtful, solution-driven approaches
- Identify recurring feedback themes and escalate insights related to product, service, or policy improvements
- Ensure team adherence to Daily Wire’s internal policies and customer service procedures
- Maintain compliance with all applicable laws, regulations, and industry standards
- Minimum of 2 years of experience in a customer service leadership role or equivalent professional experience
- Flexible and adaptable availability to meet support demands
- Proficiency with omni-channel customer support systems
- Experience with Zendesk or similar CRM platforms is preferred
- Familiarity or interest in the political and editorial news space
- Excellent customer service and team management skills
- Strong emotional intelligence and ability to manage high-stress situations with grace
- Technological proficiency, including use of Google Suite, and familiarity with mobile and streaming applications
- Exceptional communication skills—both verbal and written—with strong grammar and clarity
- High degree of empathy and customer-first mindset
- Ability to assess and recommend process improvements to leadership
- Impeccable attention to detail
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