The Member Experience Lead at The Daily Wire plays a vital role in driving member satisfaction, retention, and growth across all Daily Wire brands, including Jeremy’s Razors. This position focuses on leading the support team, optimizing engagement across membership tiers, encouraging upgrades, and promoting renewals.
Primary Responsibilities
- Lead and supervise the Member Experience team in daily operations and support functions
- Monitor individual and team performance metrics, including quality assurance and DSAT (Dissatisfaction) tickets
- Provide consistent feedback, mentoring, coaching, and corrective action when needed
- Ensure daily ticket coverage and adequate staffing for all responsibilities
- Support recruiting efforts through interviewing and hiring new representatives
- Drive team engagement and implement strategies for retention
- Identify high-performing individuals and develop growth plans for top talent
- Manage and resolve complex or escalated customer concerns with thoughtful, solution-driven approaches
- Identify recurring feedback themes and escalate insights related to product, service, or policy improvements
- Ensure team adherence to Daily Wire’s internal policies and customer service procedures
- Maintain compliance with all applicable laws, regulations, and industry standards
Experience & Requirements
- Minimum of 2 years of experience in a customer service leadership role or equivalent professional experience
- Flexible and adaptable availability to meet support demands
- Proficiency with omni-channel customer support systems
- Experience with Zendesk or similar CRM platforms is preferred
- Familiarity or interest in the political and editorial news space
- Excellent customer service and team management skills
- Strong emotional intelligence and ability to manage high-stress situations with grace
- Technological proficiency, including use of Google Suite, and familiarity with mobile and streaming applications
- Exceptional communication skills—both verbal and written—with strong grammar and clarity
- High degree of empathy and customer-first mindset
- Ability to assess and recommend process improvements to leadership
- Impeccable attention to detail
To learn more about Daily Wire, please visit the following Daily Wire Facebook and YouTube page links:
Daily Wire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Please Note: Daily Wire participates in E-Verify and performs background checks on all new hires. We will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s form I-9 to confirm work authorization. Thank you!
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