Member Experience Supervisor

Member Experience Supervisor

Location:Lehi, UT

Employment Type:Full-TimeON-SITE

Serenity is growing fast, and we need a
Member Experience Supervisor who knows how to build and run a call floor that performs. This is a hands-on leadership role —you'llbe in the weeds with your team every day, tracking numbers, developing people, and making sure the operation runs clean. Ifyou'vecome up throughcallcenterandyou'vegot a year or more of supervising under your belt, this role was built for people like you.

No industry-specific background necessary— we handlethe training.

• Direct daily operations of an inbound call team focused on appointment scheduling and member support

• Identifyindividual coaching opportunities through call monitoring, CRM data, and direct observation

• Track and report on team KPIs — conversion rates, handle time, quality scores, schedule adherence

• Take ownership of escalated calls, guiding them to resolution without letting emotion drive the outcome

• Set clear performance expectations and follow through with structured accountability processes

• Lead daily stand-ups and individual check-ins that keep your team focused and moving forward

• Work cross-functionally with scheduling and operations teams to remove friction from the member journey

• Create a floor environment that is productive, professional, and built on mutual accountability

• 1+ year of supervisory experience in customer service, call center, or high-touch service operations

• Verifiabletrack recordof managing team performance metrics and driving measurable improvement

• Experience in hospitality management, upscale retail, or service leadership is a serious advantage — the instincts transfer directly

• You give feedback often, specifically, and without hesitation — and your team grows because of it

• Comfortable reading dashboards and call reports and turning that data into actionable coaching

• Steady and decisive when the volume spikes or adifficult call landson your floor

• No industry-specific licensure or background required— full onboarding and training provided

• Experience managing teams through periods of rapid growth or organizational change

• Familiarity with appointment-based or scheduling-driven call environments

• A history of developing frontline employees into future leaders

• Competitive compensation based on experience

• 90% employer-paid medical, dental, and vision coverage

• 401(k) retirement plan

• 10 PTO days, increasing to 15 after year one, plus 10 paid holidays

• Employee referral bonuses

• A clear path upward in a company that promotes from within

Serenity is a technology-driven company delivering advanced, evidence-based solutions that work — particularly for members whohaven'thad success with conventional options. Our call teams are the operational backbone of the member experience, and we invest in the people who lead them. If you run a tight operation andyou'reready to do it inside a company that'sscaling quickly, this is where you want to be.

Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion ofa background checkand drug screening.