Engine

Business travel booking and spend management.

Member Support Manager

Customer SupportConfirmed live in the last 24 hours

Full-timeRemote in USARemote

About the Job

Requirements

At least 3 years of people leadership experience in a contact center or customer support setting.
Experience managing through team leads or supervisors is preferred.
Ability to use relationship, coaching, and retention tools as a people leader.
Comfort with contact center metrics including Customer Satisfaction, Contacts per Hour/productivity, Quality Assurance, adherence, Service Level Agreement, shrinkage, and attrition, and ability to explain performance drivers and actions.
Hands-on experience with reports.
Experience leading through high-volume surges or launches of new lines of business.
A solution-based approach to issue resolution.
Ability to manage time effectively across daily, weekly, and monthly work.
Ability to develop new ideas and implement proven methods for the team.
Ability to work quickly and efficiently while remaining thorough.
Active listening skills.
People- and results-oriented approach with a bias toward action.
Willingness to learn and continue developing.
Experience in the hospitality or travel technology industry is a plus.

Responsibilities

Lead a blended team of internal Member Support Specialists, temp-to-hire associates, and business process outsourcing partner teams across voice, chat, and email, owning performance results for Customer Satisfaction, Contacts per Hour, Quality, and Productive Adherence.
Provide individual coaching and development for direct reports through one-on-ones, call and case reviews, hospitality and customer service coaching, and support for monthly performance goals.
Serve as the Engine lead for an assigned business process outsourcing pod, partnering with vendor supervisors on performance, process adherence, accountability, coaching follow-through, and corrective action.
Onboard and develop new-hire groups through nesting, track 30/60/90-day ramp goals, and make temp-to-hire recommendations.
Own results for Customer Satisfaction, Contacts per Hour, Quality Assurance, Productive Adherence, and Service Level Agreement; report drivers, action plans, and next steps in the Weekly Business Review.
Manage incoming team workflow through daily huddles and Slack, including support and delegation.
Partner with Workforce Management on queue and backlog monitoring, extra hours and overtime incentives, shift swaps, and attendance and absenteeism management.
Lead through high-volume events by providing hands-on support as needed.
Partner with Quality Assurance on calibration, auto-fail trends, and dissatisfied-customer root-cause analysis, and turn findings into measurable coaching plans.
Identify and escalate process and system friction, and lead or support projects that improve efficiency and customer experience.
Use AI and analytics tools, including Grok Bot, Hex, Salesforce reports, and conversation intelligence and sentiment tools, to automate manual tracking and identify coaching opportunities.
Handle escalations from Account Managers and clients, approve compensation within delegated authority, and protect financial accuracy, including invoice and date-change accuracy.
Motivate and engage the team through recognition, contests, and incentives, including overtime and incentive programs during surges.
Collaborate with company leaders to develop strategies and best practices.
Manage team administration, including time, paid time off, one-on-one documentation, weekly updates, and performance reviews, partnering with the Human Resources Business Partner as needed.
Conduct interviews and work with in-house recruiting and staffing partners to hire team members.
Participate in the Manager on Duty rotation, including some weekends.

Desired Qualifications

Experience managing through team leads or supervisors.
Experience with Workforce Management tools such as Assembled, business intelligence tools such as Hex or Looker, and AI assistants.

About Engine

Engine is the AI-native platform for intelligent travel. For a decade, Engine has built the proprietary technology and supply behind modern business travel, serving over 40,000 customers and nearly 2 million travelers, along with leading travel and AI companies that build on Engine's infrastructure. One system powers business travel, group travel, human agents, and AI agents.

That work has earned Engine recognition as TravelTech's Reservation Platform of the Year (2026), a spot on Inc.'s Power Partners list (2026), and one of Built In's Best Places to Work (2020–2026).

We're looking for bold, ambitious people to help redefine how businesses manage and experience travel. Working here, you can expect exponential growth, an ambitious pace, full ownership, and high-caliber colleagues who push you to do the best work of your career. Every hire raises the bar.

Come outpace the ordinary and build the future of travel with us.

As a Member Support Manager at Engine, you'll lead a blended team of internal Member Support Specialists, temp-to-hire associates, and BPO partner teams (team leads and agents) across voice, chat, and email. You own your pod's results on Customer Satisfaction (CSAT), Contacts per Hour (CPH), Quality, and Productive Adherence. You'll use data to find what's driving performance and coach to it. We're looking for a hands-on leader who models Engine DNA, does well during high-volume surges, and keeps finding ways to make the team more efficient, including with AI and automation. Our company is growing quickly, and we're looking for someone who acts with a sense of urgency, owns the results and helps develop our teammates.

Here's what you'll do:

Be a positive force on the team with a "servant leader" mindset, helping individuals win while driving projects and initiatives to completion.
Provide individual coaching and development for your direct reports. This includes 1:1s, call and case reviews, coaching hospitality and customer service skills, and helping teammates meet or exceed their monthly performance goals.
Serve as the Engine lead for an assigned BPO pod. Partner with vendor supervisors to drive performance, process adherence, and accountability, including follow-through on coaching and corrective action.
Onboard and develop new-hire waves through nesting. Track 30/60/90-day ramp goals and make temp-to-hire recommendations.
Own your results on CSAT, CPH, QA, Productive Adherence, and SLA. Report them in the Weekly Business Review: what drove the result, action plans and what's next.
Actively manage the team's incoming workflow by supporting and delegating through daily huddles and Slack.
Partner with Workforce Management in real time: queue and backlog monitoring, extra hours and overtime incentives, shift swaps, and attendance/absenteeism management.
Lead through high-volume events by being hands on and supporting where needed.
Partner with QA on calibration, auto-fail trends, and DSAT root-cause analysis. Turn the findings into coaching plans you can measure.
Find and escalate process and system friction, and lead or support projects that improve efficiency and the customer experience.
Use AI and analytics tools (Grok Bot, Hex, Salesforce reports, conversation intelligence/sentiment) to work faster, automate manual tracking, and spot coaching opportunities.
Handle escalations from Account Managers and clients. Approve compensation within your authority, and protect financial accuracy (e.g., invoice and date-change accuracy).
Motivate and engage your team through recognition, contests, and incentives, including overtime and incentive programs during surges.
Collaborate with other leaders across the company to develop new strategies and best practices.
Manage team administration (time, PTO, 1:1 documentation, weekly updates, performance reviews), partnering with HRBP as needed.
Conduct interviews and work with our in-house recruiting team and staffing partners to bring the best of the best onto our growing team.
Take part in the Manager on Duty rotation, including some weekends.

Here's what we're looking for:

3+ years of people leadership in a contact center or customer support setting; experience managing through others (team leads/supervisors) preferred.
Excellent people leader using relationship, coaching, and retention tools.
Comfortable with contact center metrics (CSAT, CPH/productivity, QA, adherence, SLA, shrinkage, attrition) and able to explain what drove a result and what you'll do about it.
Hands-on with reports; experience with WFM tools (e.g., Assembled), BI tools (Hex/Looker), and AI assistants is a plus.
Experience leading through high-volume surges or launches of new lines of business.
Naturally takes a solution-based approach to issue resolution.
You are a time management guru and can work through your day, week, and month effectively.
Forward thinker with the creativity to develop new ideas and implement proven methods for the team.
Able to work quickly and efficiently while still being thorough.
Excellent active listening skills.
People- and results-driven with a bias toward action.
Eager to learn and keep developing yourself for the team.
Experience in the hospitality or travel tech industry a plus!

Compensation
Our compensation packages are based on several factors, including your experience, expertise, and location. In addition to a competitive base salary, all roles receive equity. Depending on the role, total compensation may also include an annual bonus. Your recruiter will share your complete compensation package as you move through the process.

Base Pay Range

$89,000—$100,000 USD

The Engine Edge: Perks & Compensation
We believe in rewarding great work with great benefits:

Compensation: Competitive base pay tied to role and experience, with equity for all employees. Some roles are also eligible for bonuses or commissions.
Benefits: Check out our full list at engine.com/culture
Environments for Success: Different roles have different needs in terms of the environments that drive success which is why we have a hybrid-hub model. Whether you are in one of our amazing offices or fully remote, we'll make sure you have what you need to succeed.

Perks and benefits may vary based on employment type, location, and more

Base Pay Range 89000 - 100000 USD

About the Company

Engine

Business travel booking and spend management.

Engine is a travel and spend management platform for businesses to book and manage work trips across hotels, flights, and rental cars in one place. It works by offering discounted hotel rates, flexible change and cancellation options, direct bill invoicing, spend reporting, and a rewards program, with 24/7 support and no membership fees or minimums; hotels can also use a free Partner Hub to manage offers and reservations, and Engine is expanding with Omni for hotel-booking APIs. The company differentiates itself with a no-contract, no-minimum model, a full suite of business travel tools, and recent growth through acquisitions and API integrations to embed bookings in other platforms. Its goal is to be the primary, easy-to-use platform for business travel and spend management, helping companies control costs and streamline travel across hotels, flights, and car rentals.

Company size: 201-500
Company stage: Series C
Total funding: $221M
Headquarters: Denver, CO
Founded: 2013

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