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.

Escalation Management

• Own and manage the majority of escalations (L1 and L2) from start to resolution.
• Ensure escalations are handled within program-specific SLA requirements (variable depending on escalation type).
• Conduct thorough research to ensure unbiased, accurate resolutions.
• Communicate directly with members when required, while coordinating with LMs / TMs for support.
• Liaise with suppliers and internal vendor contacts to resolve issues.
• Track, log, and monitor all escalation outcomes, including costs incurred.
• Ensure resolutions align with program rules, regulatory requirements, and client expectations.

CLIENT INTERACTION AND REPORTING

COACHING AND TRAINING

SERVICE IMPROVEMENT AND TREND ANALYSIS

OPERATIONAL SUPPORT

ACCOUNTABILITIES / KPIs

BEHAVIORAL EXPECTATIONS

EDUCATION / EXPERIENCE

Required :

Desirable :

KNOWLEDGE, SKILLS & ABILITIES

PHYSICAL REQUIREMENTS

N (Not Applicable) : Activity is not applicable.

O (Occasionally) : Up to 33% of the time (0–2.5 hrs / day).

F (Frequently) : 33%–66% of the time (2.5–5.5 hrs / day).

C (Constantly) : More than 66% of the time (5.5+ hrs / day).

WORK ENVIRONMENT / CONTRACT TYPE

Hybrid role requiring 3 days per week in office, with the remainder remote.

Flexibility is required for client calls and extended hours during high-profile escalations (with equivalent time off where possible).

May transition to full-time in-office from 2026, based on business needs.

Rewards

Who We Are

At Ten, we're not just the global leader in lifestyle and concierge services - we're shaping the future of how premium service is delivered.

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees.

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