Member Success Manager

Member Success Manager

At Ten our goal is simple : to become the most trusted service business in the world. As the Member Success Manager, you will be responsible for owning and managing the majority of escalations across dedicated programs in North America. This role is critical in ensuring escalations are resolved within defined SLAs, costs are controlled, and member and client trust is maintained. You will provide daily escalation reports to the client, conduct reviews of escalation trends and areas for improvement, and collaborate with stakeholders to deliver service recovery and process improvements. Success in this role means ensuring timely, effective resolutions, reducing repeat escalations, and equipping our Lifestyle Managers (LMs) and Team Managers (TMs) with the skills to manage complaints before they escalate. This role requires strong knowledge of Amadeus, as travel-related escalations are frequent and require detailed investigation. Additionally, you may be required to support telephony SLAs by taking calls when coverage is needed, in addition to handling escalation calls.