Member Experience Lead

2 Months ago • 2 Years +

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

4 skills required for this role

Add these skills to join the top 1% applicants for this job

team-management

communication

performance-analysis

quality-control

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

Experience & Requirements

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

To learn more about Daily Wire, please visit the following Daily Wire Facebook and YouTube page links: Daily Wire Daily Wire Facebook Daily Wire YouTube Daily Wire X PragerU Daily Wire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Please Note: Daily Wire participates in E-Verify and performs background checks on all new hires. We will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s form I-9 to confirm work authorization. Thank you! CALIFORNIA APPLICANT PRIVACY NOTICE