Switchyards Inc. Manager of Member Services Atlanta, GA · Full time Company website

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Switchyards is the world’s first neighborhood work club. We're creating places to do our best thinking and most productive work. Near home. Around friends and neighbors. Always open — 24/7. For more information and a list of all club locations, visit switchyards.com.

What You’ll Do

As the Manager of Member Services, you’ll lead the team responsible for how we care for and respond to our members. From support questions to billing issues to trust & safety situations — you’ll make sure every interaction feels clear, kind, and unmistakably Switchyards.

You’ll guide both our offshore support team and our in-house Member Operations Associate, keeping quality and consistency at the heart of everything we do. You’ll also keep our systems sharp — refining tools, processes, and reporting so we can scale without losing the personal touch.

This is a mix of people leadership and operational excellence — perfect for someone who loves turning good systems into great ones and helping people do their best work.

Responsibilities

• Lead the Support Team: Manage day-to-day operations of our offshore support team, ensuring high-quality responses and adherence to SLAs and CSAT goals.
• Develop and Coach: Support and mentor the Member Operations Specialist and offshore team members, fostering accountability, consistency, and growth.
• Own Member Operations: Oversee the tools, systems, and workflows that support our members every day, ensuring they’re thoughtfully built, well-managed, and always improving.
• Optimize Processes + Tools: Continuously refine workflows, macros, and documentation to create a scalable, high-quality support operation.
• Analyze + Report: Track key support metrics (response time, resolution rate, satisfaction, etc.) and use insights to drive improvements.
• Collaborate Cross-Functionally: Give our members a voice. Circulate relevant member feedback and survey results to the wider team (Ops, Mkt, Leadership, etc), so that we’re always learning and improving. Train & Enable cross functional teams on member insights.

What You’ll Bring

• 3+ years of managing a customer support/customer service function. Ideally in a consumer subscription business.
• An authentic passion for customer service. You’ll go the extra mile to find a solution and make our members happy.
• Experience managing distributed or offshore teams with a focus on quality and accountability.
• Proven success improving operational processes and team performance through data and systems.
• Strong understanding of support metrics (SLA, CSAT, resolution time, backlog management).
• Excellent communication skills and the ability to collaborate effectively with cross-functional teams. You err on overcommunication.
• Self-motivated and able to manage multiple priorities simultaneously.
• A fast learner. You’re able to quickly understand and represent the Switchyards product and business.
• Comfort in fast-paced, growing environments where you can build structure and clarity from ambiguity.
• Passion for delivering exceptional member experiences — every touchpoint matters.

Perks & Benefits

• Strong salary and benefits package that includes health insurance, stock options, and more. We want you to thrive here!
• A dynamic and vibrant work culture that promotes personal growth, collaboration, and risk-taking.
• Equipment you need to get your work done effectively.
• Mileage reimbursement.
• A Switchyards membership for you and your family.
• 1000000000000001 cups of coffee.

Please note: Switchyards Inc. is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We comply with all applicable laws regarding non-discrimination and are committed to creating a diverse and inclusive workplace. As such, we do not inquire about criminal backgrounds during the hiring process.