Member Experience Supervisor

Member Experience Supervisor

Location: Fort Worth, TX

Employment Type: Full-Time ON-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'll be in the weeds with your team every day, tracking numbers, developing people, and making sure the operation runs clean. If you've come up through call center and you've got a year or more of supervising under your belt, this role was built for people like you. No industry-specific background necessary — we handle the training.

What the Role Looks Like Day to Day

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

Identify individual 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

What We Need From You

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

Verifiable track record of 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 a difficult call lands on your floor

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

Nice to Have

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

What Serenity Offers

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

About Serenity

Serenity is a technology-driven company delivering advanced, evidence-based solutions that work — particularly for members who haven't had 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 and you're ready to do it inside a company that's scaling quickly, this is where you want to be.

Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.