Membership Services Team Lead- Overnight

RESPONSIBILITIES:

• Manage a team of 10–15 Membership Services Representatives with varying schedules.


• Identify training and development opportunities and partner with L&T, QS, and Content teams to implement targeted development plans and resources.


• Conduct regular 1:1s, team meetings, and coaching sessions in line with established standards.


• Build, develop, and lead a high-performing team that meets or exceeds defined performance goals and KPIs.


• Engage and develop direct reports by fostering an open, collaborative environment, providing individualized coaching and growth plans, and driving needs-based initiatives through effective communication, feedback, and best-practice sharing.


• Manage HR-related issues appropriately and in accordance with company guidelines.


• Conduct regular shadowing sessions with the team to ensure quality, consistency, and efficiency.


• Review emails and escalated member issues within an acceptable time frame & interact directly with members when necessary.


• Follow company guidelines while thinking quickly and creatively to offer solutions that meet member needs.


• Stay on top of all administrative responsibilities, ensuring accurate, timely completion of required workflows, reporting, documentation, and internal updates.


• Maintain in-depth knowledge of processes and procedures, supporting team questions and providing approvals as needed.


• Create and maintain a positive, inclusive, and motivating team culture.


• Leverage AI-driven tools and insights to improve team efficiency, enhance member experience, and support data-informed coaching and decision-making.


• Support cross-functional and department-wide projects by providing team insights, executing operational tasks, and helping drive successful implementation.

• Previous Team Leader or Manager experience in a contact centre environment is strongly preferred.


• Passion for leading, coaching, and developing others.


• Excellent written and verbal communication skills.


• Positive attitude and high-energy performer with a solutions-oriented mindset.


• Ability to thrive in a dynamic, fast-paced startup environment.


• Ability to leverage multiple applications, systems, and tools effectively.


• Strong planning and organisational skills, with the ability to work under pressure, remain calm, communicate clearly, and prioritise workload to meet deadlines.


• Proven track record of analysing information, troubleshooting issues, and resolving problems effectively.


• Demonstrated ability to lead by example, acting as a role model for time, attendance, professionalism, and overall team standards.


• Strong commitment to maintaining confidentiality and handling sensitive information with discretion and integrity.


• Must be eligible to live and work in Ireland.


• Must be available to work at our Limerick office 4 days per week.


• Flexibility to work flexible shifts across a Monday–Sunday overnight schedule between 7:00 pm and 8:00 am.

This listing is from ats_lever. View original listing ↗