Ten Group

Compensation

Full Description

At Ten our goal is simple: to become the most trusted service business in the world. As the Member Success Manager, you will be responsible for owning and managing the majority of escalations across dedicated programs in North America. This role is critical in ensuring escalations are resolved within defined SLAs, costs are controlled, and member and client trust is maintained. You will provide daily escalation reports to the client, conduct reviews of escalation trends and areas for improvement, and collaborate with stakeholders to deliver service recovery and process improvements. Success in this role means ensuring timely, effective resolutions, reducing repeat escalations, and equipping our Lifestyle Managers (LMs) and Team Managers (TMs) with the skills to manage complaints before they escalate. This role requires strong knowledge of Amadeus, as travel-related escalations are frequent and require detailed investigation. Additionally, you may be required to support telephony SLAs by taking calls when coverage is needed, in addition to handling escalation calls. Escalation Management - Own and manage the majority of escalations (L1 and L2) from start to resolution. - Ensure escalations are handled within program-specific SLA requirements (variable depending on escalation type). - Conduct thorough research to ensure unbiased, accurate resolutions. - Communicate directly with members when required, while coordinating with LMs/TMs for support. - Liaise with suppliers and internal vendor contacts to resolve issues. - Track, log, and monitor all escalation outcomes, including costs incurred. - Ensure resolutions align with program rules, regulatory requirements, and client expectations. CLIENT INTERACTION AND REPORTING - Provide daily escalation reports to corporate clients. - Act as the primary escalation point of contact for corporate stakeholders. - Review escalation trends with the client, presenting areas of improvement and service recovery actions. - Collaborate with Client Services and Account Managers to address client-side process gaps that lead to escalations. COACHING AND TRAINING - Provide live coaching and support to LMs and TMs during complaint handling. - Conduct targeted training sessions on escalation management, including Amadeus troubleshooting. - Run remediation training following high-impact escalations. - Develop best-practice escalation processes and share with Service Excellence and Training teams. - Act as a role model for complaint handling by demonstrating empathy, fairness, and consistency. SERVICE IMPROVEMENT AND TREND ANALYSIS - Produce and share escalation trend reports with both internal stakeholders and the corporate client. - Identify recurring issues, recommending systemic or process changes to reduce escalations. - Work with Ops, Client Services, and Training to implement improvements and track success. OPERATIONAL SUPPORT - Support telephony SLAs by taking calls when coverage is needed, in addition to escalation-related calls. - Remain flexible to step in where operational needs require, to protect service delivery. ACCOUNTABILITIES / KPIs - % of escalations resolved within SLA. - Average cost per escalation (refunds and goodwill gestures). - Reduction in escalations requiring senior management intervention. - Accuracy and timeliness of daily client reports. - Evidence of LM/TM skill improvement through coaching and training. - Contribution to telephony SLA coverage when required. BEHAVIORAL EXPECTATIONS - Role model Ten’s 2030 Principles: Put Members First, Collaboration Takes Us Further, Be Accountable, Be Bold and Audacious, etc. - Approach all escalations with professionalism, empathy, and a solution-oriented mindset. - Build trust with both members and clients by handling sensitive issues fairly and transparently. EDUCATION / EXPERIENCE Required: - High school diploma or equivalent. - Proven success managing North American escalations directly with members. - Strong knowledge of Amadeus. - Experience coaching and/or training front-line teams. - Ability to manage high-pressure situations and resolve complex issues. Desirable: - Experience in financial services or bank-affiliated concierge programs. - Strong knowledge of travel programs, policies, and supplier relations. - Further education in business, hospitality, or a related field. KNOWLEDGE, SKILLS & ABILITIES - Expert in escalation and complaint management. - Strong understanding of program rules, policies, and compliance requirements. - Skilled in balancing client expectations with member satisfaction. - Excellent communicator, both verbally and in writing, with members, clients, and internal stakeholders. - Collaborative, empathetic, and confident in influencing others. - Proficient in Microsoft Office, especially Outlook and Excel. - Strong analytical ability for trend and cost reporting. - Strong attention to detail PHYSICAL REQUIREMENTS N (Not Applicable): Activity is not applicable. O (Occasionally): Up to 33% of the time (0–2.5 hrs/day). F (Frequently): 33%–66% of the time (2.5–5.5 hrs/day). C (Constantly): More than 66% of the time (5.5+ hrs/day). - Stand: O - Walk: O - Sit: C - Handling/Fingering: C - Reaching Outward/Above Shoulder: O - Lift/Carry 10 lbs. or less: O - 11–20 lbs.: O - 21–50 lbs.: N - Push/Pull: N - Climb/Crawl: N - Squat/Kneel/Bend: O - Working at computer: C WORK ENVIRONMENT / CONTRACT TYPE - Hybrid role requiring 3 days per week in office, with the remainder remote. - Flexibility is required for client calls and extended hours during high-profile escalations (with equivalent time off where possible). - May transition to full-time in-office from 2026, based on business needs. Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also through annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way to support development. 🌎Rewards designed around you: A competitive salary depending on experience, plus a performance-based bonus. Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them. Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave. Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten. Remote Working Holidays - possibilities to Travel and Work Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would! Be part of our global, dynamic, and inclusive Team, with diversity at its core. Genuine career opportunities within a dynamic and international company. Who We Are At Ten, we’re not just the global leader in lifestyle and concierge services - we’re shaping the future of how premium service is delivered. With operations in over 20 markets, millions of members worldwide, we are the dominant player in our industry. Our scale, reputation, and expertise set us apart - but it’s our innovation that keeps us ahead. We are a product-led, technology-first business. Our proprietary AI, including Talia, transforms the way our members interact with us - enabling seamless, personalized experiences at speed and scale. This combination of world-class human expertise and cutting-edge technology allows us to deliver outcomes our members notice and value every single day. Our mission is simple: to be the most trusted service business in the world. And we’re well on our way. With an ambitious global strategy, market-leading client partnerships, and an unwavering focus on people, innovation, and performance, Ten is the place where you can make a lasting impact. Click here to find out more about us. Commitment to Diversity We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs. “Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.” Thank you for considering a career with us. Don't miss the opportunity to join our team!