Hiring: Member Support, Team Lead Company: The Mechanical Licensing Collective Location: Nashville, TN Job Posted Time: 2026-09-17 13:56:58 Employment Type: Hybrid Target Skills & Keywords : Quality Assurance, Six Sigma About the job Required Skills: •We are a service organization and must be available to support our customers when they need us. Flexibility with hours and availability are essential. •Our hours of operation are currently Monday through Friday from 8:00 a.m. to 6:00 p.m. CST. •Our company is Hybrid with onsite expectations on Tuesdays and Thursdays. •Supporting and identifying opportunities for continuous process improvement •Communicating and monitoring key performance indicators (KPIs) including but not limited to service level agreements (SLAs), first contact resolution (FCR), productivity goals, and customer satisfaction scores. •Conducting an ongoing assessment of KPIs to ensure alignment with organizational objectives, including workforce management for real-time support channels. •Performing quality assurance audits to measure team compliance with documented resolution pathways. •Partnering and aligning with Voice of Customer (VOC) team to support content development based on business updates and processes related to Support team operations. Qualifications: •Bachelor’s Degree or equivalent •Two years related work experience in Customer Experience as a Specialist, Supervisor or Team Lead; Quality Specialist or Lead •Quantitative and qualitative analysis skills •Strong written and verbal communication •Empathetic, collaborative, self-starter and results driven with the ability to deliver and receive feedback •Lean Six Sigma (LSS) experience in the application of LSS principles to achieve operational excellence is a plus. •Multi-channel support experience preferred. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!