Member Experience Manager

Why RV LIFE

RV LIFE helps RVers travel with greater confidence by providing trusted tools for planning trips, navigating safely, and making better decisions on the road. Our members rely on us in real-world situations where a confusing answer, outdated documentation, or poor support experience can create real stress. This role is an opportunity to improve that experience at the system level by building a support operation that is clearer, smarter, and more useful to both our members and our product teams.

The Role

RV LIFE is seeking an experienced, systems-minded leader to take full ownership of our customer support operation and team, ensuring that member issues, recurring friction, and support insights are brought back to product and engineering.

You will assess our current support operation across people, workflows, documentation, and tooling, then make it more effective, more consistent, and easier to scale. That includes improving how our existing systems are used, identifying gaps in team capabilities, raising standards for quality and accountability, and helping to build the support function we actually need. This role is not about reinventing the stack for the sake of change. It is about making support work better for our members and more effectively for the business.

This role includes but goes beyond managing support tickets. You will directly lead a remote team of 12 customer support representatives with a mix of part-time and international staff. This is a hands-on, player-coach role, not a pure coordinator role. You will help structure and optimize the support system so customer feedback flows cleanly into the business with minimal manual friction. You will also own our AI-powered support experiences, the documentation that powers them, and the tools and workflows our support team relies on every day. Zendesk will be the primary system for managing and improving this work.

You may be a fit if:

• You hate doing the same thing twice. You see a recurring ticket, and your first instinct is to build an automation, improve the bot, or rewrite a doc to eradicate that ticket forever.

• You are an "AI Realist." You know AI isn't magic; it’s a reflection of the data you feed it. You enjoy the "gardening" required to keep a knowledge base pristine.

• You speak 'Engineer' and 'Customer'. You can turn a frustrated 1-star review into a clear Jira ticket a developer can actually act on.

What You’ll Own:

Support Operations & Tooling

• Take full ownership of the support operation as a system, continuously improving workflows, documentation, tooling, and AI-assisted support to reduce repeat issues and improve resolution quality

• Audit the current support operation, identify gaps and inefficiencies, and prioritize practical improvements across people, workflows, documentation, and tooling

• Improve existing processes and systems in ways that reduce repeat work, increase consistency, and make support easier to scale

• Own configuration, optimization, and ongoing evolution of our helpdesk platform, including documented routing/tags/escalation standards

• Design routing, tagging, escalation, and automation rules that reduce manual handling and improve resolution speed

• Ensure support workflows integrate cleanly with product and engineering processes and tools

AI, Automation & Knowledge Base

• Manage and continuously improve our AI-powered support chatbot

• Ensure the chatbot is accurate, well-scoped, and aligned with how the product actually works

• Monitor performance, identify failure modes (hallucinations, outdated answers, misrouting), and close the loop through better training data and documentation

• Define and document guardrails for what AI should and should not handle

• Own the full lifecycle of customer-facing and internal support documentation

• Ensure documentation is clear, accurate, current, and structured to power both humans and AI

• Establish processes for updating documentation alongside product changes and releases

• Enforce a single source of truth, with an explicit knowledge base ownership model and change process

Product Feedback & Incident Response

• Design and maintain a structured feedback loop from support to product and engineering

• Ensure customer feedback is structured and measurable, accurately reflecting frequency and impact

• Translate raw customer issues into clear signals: bugs, UX friction, feature gaps, and training/documentation needs

• Produce regular insight summaries that highlight trends, regressions, and systemic issues

• Act as an advocate for customer reality in product prioritization conversations

• Coordinate internal triage, manage external communications, and ensure all member-facing post-incident actions are clearly owned and fully resolved.

• Ensure customers receive timely, accurate, and consistent communication

• Notify product and engineering when issues are spotted

Metrics, Quality, and Continuous Improvement

• Define and track meaningful support metrics beyond ticket volume

• Measure the effectiveness of AI deflection, documentation, resolution quality, and repeat contact rates

• Use data to identify opportunities to eliminate entire categories of support issues upstream

• Continuously raise the bar for support quality and efficiency

Team Enablement & Standards

• Set standards for tone, clarity, empathy, and accuracy across human and AI responses

• Assess team capabilities, role fit, and performance gaps

• Hire and onboard new support reps as needed

• Build training standards and playbooks for new and existing support staff

• Raise team capability through coaching, accountability, and clearer workflows

• Enable support team members with better tools, better knowledge, and clearer playbooks

• Ensure customers experience a consistent RV LIFE voice across all channels

What We’re Looking For

• 5+ years of experience in customer support, support operations, or member experience roles

• 2+ years of experience leading, coaching, or managing frontline support teams

• 3+ years of hands-on experience working inside Zendesk or a similar helpdesk platform

• 2+ years of experience building or maintaining routing rules, tagging structures, triggers, automations, and escalation workflows

• 1+ year of experience translating support issues into Jira tickets or working directly with product and engineering teams on bug reporting and issue triage

• Experience owning or improving a knowledge base, internal documentation, or AI-assisted support content

• Deep empathy and patience for a user base with widely varying levels of technical literacy

• Strong judgment, clear communication, and a bias toward fixing recurring problems instead of repeatedly reacting to them

What Success Looks Like

In the first 6 months:

• You have assessed the current support team, identified capability gaps, and established a clear plan for coaching, accountability, and staffing

• Core support workflows, routing rules, tagging standards, and escalation paths are documented and consistently used

• The knowledge base is cleaner, more reliable, and easier for both members and internal staff to use

• AI support responses are more accurate, more constrained, and less likely to create confusion or bad guidance

• Product and engineering teams receive clearer bug reports, recurring issue patterns, and structured support insights

• Repeat manual work is reduced through better automation, documentation, and workflow design

In the first 12 months:

• Support is operating with clearer standards, stronger team performance, and better accountability across the function

• Documentation and AI-assisted support are deflecting a meaningful share of repetitive inquiries without reducing quality

• Member frustration is lower, response quality is higher, and support communication is more consistent

• The support team is stronger than when you inherited it through coaching, clearer standards, and hiring where needed

• Support has become a trusted source of insight for product quality, recurring friction, and member pain points

Compensation & Benefits:

The expected base salary range for this role is $80,000 to $110,000 , depending on experience, skills, and overall fit for the position. This role is also eligible for variable bonus pay based on a combination of individual and company performance.

We offer a strong benefits package for full-time employees, including:

• Employer-sponsored group health plans, including medical, dental, and vision, with no waiting period

• 401(k) eligibility after 90 days, including a company match of 100% of the first 3% and 50% of the next 2%

• A broad paid holiday schedule

• A $150/month health, wellness, and home office stipend that can be used toward gym memberships, wellness activities, and high-speed internet.

• Flexible Time Off (FTO) for all full-time employees

• Remote work flexibility in a fully distributed company

Application Process:

To help us identify thoughtful, qualified candidates for this role, our hiring process includes the following steps:

• Resume and short written application: Please submit your resume along with brief written responses to the questions required for submission.

  • Role-relevant written questions: Instead of a generic cover letter, we will ask candidates to answer a small set of practical questions about support operations, team leadership, and systems thinking.

• Initial video interview: Qualified candidates will meet with us via video to discuss their experience leading support teams, improving support workflows, and partnering with product and engineering teams.

• Practical exercise: Finalists may be asked to complete a short take-home exercise based on a realistic support operations scenario, such as improving a workflow, identifying root causes from sample tickets, or outlining how they would structure support insights for product and engineering.

• Final interviews and references: Candidates moving forward will complete final interviews with key stakeholders and provide professional references.

• Background verification: Final candidates may undergo background checks consistent with applicable law.

Equal Opportunity Employer:

We are an equal-opportunity employer and welcome candidates from all backgrounds to apply. We are committed to fostering an inclusive environment where everyone feels respected and valued.