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About the Role

This hybrid role combines complaint resolution, escalation management, quality assurance, coaching, and service improvement. You will manage member and corporate complaints and conduct quality assurance activities to improve service delivery.

Responsibilities

• Investigate, manage, and resolve member and corporate complaints from initial receipt through to final resolution.
• Take ownership of escalated member concerns and ensure fair, member-focused outcomes.
• Conduct thorough root cause investigations and identify opportunities to prevent future issues.
• Partner with Operations and Team Managers to implement appropriate service recovery solutions.
• Ensure complaints are managed within agreed service levels and company standards.
• Monitor complaint trends and recurring issues across the business.
• Accurately document complaint outcomes and member feedback.
• Serve as a trusted advisor to operational teams on complaint handling and resolution best practices.
• Communicate confidently with members, clients, and internal stakeholders throughout the resolution process.
• Conduct quality evaluations across calls, emails, written correspondence, and member requests.
• Complete quality reviews accurately and within agreed deadlines.
• Perform targeted audits, spot checks, homepage reviews, and service quality assessments.
• Participate in and facilitate calibration sessions to ensure consistency and alignment.
• Support Email Proof Reading activities and provide real-time coaching where necessary.
• Identify service quality trends, strengths, and opportunities for improvement.
• Deliver coaching and feedback based on quality findings.
• Work closely with Training and Operations teams to improve service performance and consistency.
• Help drive quality initiatives that enhance member satisfaction and service excellence.
• Turn quality insights into practical recommendations and measurable improvements.

Requirements

• Minimum 3 years' experience in customer service, complaint handling, escalations, customer experience, quality assurance, or a similar service-focused environment.
• Experience conducting quality reviews, service assessments, or customer interaction evaluations.
• Strong written and verbal communication skills.
• Ability to manage difficult conversations professionally and confidently.
• Strong investigative and problem-solving skills.
• Excellent attention to detail and organizational skills.
• Ability to balance multiple priorities in a fast-paced environment.
• Experience coaching or providing constructive feedback to others is advantageous.
• A passion for service excellence and improving customer experiences.
• Comfortable working with a variety of stakeholders, including members, corporate clients, operational leaders, and support teams.

Skills

• Complaint Resolution
• Escalation Management
• Quality Assurance
• Coaching
• Service Improvement
• Root Cause Analysis
• Service Recovery
• Quality Evaluations
• Auditing
• Calibration
• Communication
• Problem-Solving
• Attention to Detail
• Organization
• Stakeholder Management

Location

• New York City
• Las Vegas

Work Type

• Hybrid
• Full-time
• Permanent
• Office-based

Experience Level

• Minimum 3 years

Salary/Compensations

• Competitive salary and performance-related incentives.

Benefits

• Comprehensive medical, dental, and vision coverage.
• 401(k) and additional retirement benefits.
• Paid time off and parental leave programs.
• Learning and development opportunities.
• Employee discounts and partner benefits.
• Access to global career opportunities across Ten's international network.
• A collaborative and supportive team environment.

About the Company

• Ten Lifestyle Group creates exceptional experiences for over 3.5 million members worldwide, delivering access to sought-after travel, dining, entertainment, and lifestyle services.
• We are the global leader in concierge and lifestyle management, operating in over 100 countries.
• We partner with leading financial institutions, premium brands, and high-net-worth clients.
• We are the world's largest global concierge company, operating in over 100 countries with offices across 23 locations.
• For more than 30 years, we've partnered with leading financial institutions, premium brands, and high-net-worth clients.
• We are a publicly listed company on the London Stock Exchange.
• We are a Certified B Corp committed to diversity, inclusion, and positive impact.