Member Experience Lead

The Daily Wire is searching for a new Member Experience Lead to join our Product team in Nashville, Tennessee! Member Experience Leads supervise and lead Daily Wire’s wonderful team of Member Experience Representatives and work closely alongside the Daily Wire Membership Operations Manager and Director of Member Experience to assist in developing the most successful and impactful customer service experience possible for our audience.

This position calls for someone with outstanding customer service and leadership skills who has worked professionally in a similar capacity previously. If this sounds like you and if you are excited about the prospect of representing the Daily Wire and interacting closely with our amazing audience and members on a daily basis, we want to hear from you!

PLEASE NOTE: The Member Experience Lead position entails a rotating work schedule with shifts that fall between 6:30am and 7pm CT Monday-Friday, and potential Saturday shifts from 8am-5pm CT. Availability to work a rotating schedule within these hours is required for consideration for this position. Thank you!

Responsibilities:

• Supervise and oversee Member Experience team members
• Handle customer service escalations via chat, email, and phone
• Identify and report common feedback themes that the customer service team is experiencing
• Assist Membership Operations Manager with strategizing and implementing ways to raise customer service scorecard results
• Field and escalate system issues to the appropriate parties
• Teach and demonstrate best practices to Member Experience team members
• Moderate and promote meaningful discussion on our website and app comment sections
• Perform other duties as assigned

Experience & Requirements:

• Nashville, TN -based position (working remotely is not an option)
• 2+ year of previous professional experience in customer service or related field
• Flexible and adaptable schedule to meet and fill our rotating support hours (including weekends)
• Experience with omni-channel support platforms
• Interest in and/or familiarity with the political and editorial news landscapes
• Outstanding customer service/leadership skills
• Strong ability to remain patient, calm, and gracious under stressful circumstances and when dealing with customer service escalations
• Outstanding email and phone skills, including communication and grammar
• Strong sense of empathy and ability to relate to people and resolve issues
• Familiarity with Zendesk or related customer services software required
• Exceptional attention to detail

Reports to: Director of Member Experience

Start date: Immediate

Employment type: Full-time; Exempt

Compensation: DOE

Benefits: Health insurance options (medical through Blue Cross Blue Shield; dental and vision through Guardian); Paid Time Off; 401k (5% match)

To learn more about Daily Wire, please visit the following Daily Wire Facebook and YouTube page links:

Daily Wire Facebook
Daily Wire YouTube
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!