Engine is the AI-native platform for intelligent travel. For a decade, Engine has built the proprietary technology and supply behind modern business travel, serving over 40,000 customers and nearly 2 million travelers, along with leading travel and AI companies that build on Engine's infrastructure. One system powers business travel, group travel, human agents, and AI agents.
That work has earned Engine recognition as TravelTech's Reservation Platform of the Year (2026), a spot on Inc.'s Power Partners list (2026), and one of Built In's Best Places to Work (2020–2026).
We're looking for bold, ambitious people to help redefine how businesses manage and experience travel. Working here, you can expect exponential growth, an ambitious pace, full ownership, and high-caliber colleagues who push you to do the best work of your career. Every hire raises the bar.
Come outpace the ordinary and build the future of travel with us.
As a Member Support Manager at Engine, you'll lead a blended team of internal Member Support Specialists, temp-to-hire associates, and BPO partner teams (team leads and agents) across voice, chat, and email. You own your pod's results on Customer Satisfaction (CSAT), Contacts per Hour (CPH), Quality, and Productive Adherence. You'll use data to find what's driving performance and coach to it. We're looking for a hands-on leader who models Engine DNA, does well during high-volume surges, and keeps finding ways to make the team more efficient, including with AI and automation. Our company is growing quickly, and we're looking for someone who acts with a sense of urgency, owns the results and helps develop our teammates.
Here's what you'll do:- Be a positive force on the team with a "servant leader" mindset, helping individuals win while driving projects and initiatives to completion.
- Provide individual coaching and development for your direct reports. This includes 1:1s, call and case reviews, coaching hospitality and customer service skills, and helping teammates meet or exceed their monthly performance goals.
- Serve as the Engine lead for an assigned BPO pod. Partner with vendor supervisors to drive performance, process adherence, and accountability, including follow-through on coaching and corrective action.
- Onboard and develop new-hire waves through nesting. Track 30/60/90-day ramp goals and make temp-to-hire recommendations.
- Own your results on CSAT, CPH, QA, Productive Adherence, and SLA. Report them in the Weekly Business Review: what drove the result, action plans and what's next.
- Actively manage the team's incoming workflow by supporting and delegating through daily huddles and Slack.
- Partner with Workforce Management in real time: queue and backlog monitoring, extra hours and overtime incentives, shift swaps, and attendance/absenteeism management.
- Lead through high-volume events by being hands on and supporting where needed.
- Partner with QA on calibration, auto-fail trends, and DSAT root-cause analysis. Turn the findings into coaching plans you can measure.
- Find and escalate process and system friction, and lead or support projects that improve efficiency and the customer experience.
- Use AI and analytics tools (Grok Bot, Hex, Salesforce reports, conversation intelligence/sentiment) to work faster, automate manual tracking, and spot coaching opportunities.
- Handle escalations from Account Managers and clients. Approve compensation within your authority, and protect financial accuracy (e.g., invoice and date-change accuracy).
- Motivate and engage your team through recognition, contests, and incentives, including overtime and incentive programs during surges.
- Collaborate with other leaders across the company to develop new strategies and best practices.
- Manage team administration (time, PTO, 1:1 documentation, weekly updates, performance reviews), partnering with HRBP as needed.
- Conduct interviews and work with our in-house recruiting team and staffing partners to bring the best of the best onto our growing team.
- Take part in the Manager on Duty rotation, including some weekends.
- 3+ years of people leadership in a contact center or customer support setting; experience managing through others (team leads/supervisors) preferred.
- Excellent people leader using relationship, coaching, and retention tools.
- Comfortable with contact center metrics (CSAT, CPH/productivity, QA, adherence, SLA, shrinkage, attrition) and able to explain what drove a result and what you'll do about it.
- Hands-on with reports; experience with WFM tools (e.g., Assembled), BI tools (Hex/Looker), and AI assistants is a plus.
- Experience leading through high-volume surges or launches of new lines of business.
- Naturally takes a solution-based approach to issue resolution.
- You are a time management guru and can work through your day, week, and month effectively.
- Forward thinker with the creativity to develop new ideas and implement proven methods for the team.
- Able to work quickly and efficiently while still being thorough.
- Excellent active listening skills.
- People- and results-driven with a bias toward action.
- Eager to learn and keep developing yourself for the team.
- Experience in the hospitality or travel tech industry a plus!
Compensation
Our compensation packages are based on several factors, including your experience, expertise, and location. In addition to a competitive base salary, all roles receive equity. Depending on the role, total compensation may also include an annual bonus. Your recruiter will share your complete compensation package as you move through the process.
The Engine Edge: Perks & Compensation
We believe in rewarding great work with great benefits:
- Compensation: Competitive base pay tied to role and experience, with equity for all employees. Some roles are also eligible for bonuses or commissions.
- Benefits: Check out our full list at engine.com/culture
- Environments for Success: Different roles have different needs in terms of the environments that drive success which is why we have a hybrid-hub model. Whether you are in one of our amazing offices or fully remote, we'll make sure you have what you need to succeed.
Perks and benefits may vary based on employment type, location, and more
Skills Required
- 3+ years of people leadership experience in a contact center or customer support environment
- Experience managing through team leads or supervisors
- Strong people leadership, coaching, relationship-building, and retention skills
- Knowledge of contact center metrics including CSAT, CPH/productivity, QA, adherence, SLA, shrinkage, and attrition
- Ability to analyze performance reports and explain drivers, action plans, and outcomes
- Experience leading through high-volume surges or launching new lines of business
- Solution-oriented approach to issue resolution
- Strong time-management and organizational skills
- Creativity and ability to develop and implement process improvements
- Ability to work quickly and efficiently while maintaining thoroughness
- Excellent active listening skills
- People- and results-driven mindset with a bias toward action
- Willingness to learn and continue professional development
- Experience with workforce management tools such as Assembled
- Experience with business intelligence tools such as Hex or Looker
- Experience using AI assistants
- Experience in hospitality or travel technology
What the Team is Saying
Engine Compensation & Benefits Highlights
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Equity Value & Accessibility — Stock options are available to full-time employees, providing potential upside linked to company growth. Equity is described as a notable part of total compensation across roles.
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Retirement Support — A 401(k) with company match provides employer-backed retirement savings that enhance total compensation. The matching component adds meaningful value to overall pay.
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Leave & Time Off Breadth — Unlimited PTO, sick time, company holidays, and paid volunteer time are part of the offering. The breadth is appealing and can work well when team workload permits.
Engine Insights
What We Do
Engine is the AI-native platform for intelligent travel. For a decade, Engine has built the proprietary technology and supply behind modern business travel, serving 40,000 customers and 2 million travelers, along with leading travel and AI companies that build on Engine's infrastructure. One system powers business travel, group travel, human agents, and AI agents. Engine was named TravelTech’s Reservation Platform of the Year (2026) and earned a spot on Inc.’s Power Partner list (2026).
Why Work With Us
We're looking for bold, ambitious people to help redefine how businesses manage and experience travel. Working here, you can expect exponential growth, an ambitious pace, full ownership, and high-caliber colleagues who push you to do the best work of your career. Every hire raises the bar.
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Engine Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We're remote-centric, not remote-only. With four offices across the US and our investment in regular team onsites, we make sure our people stay connected in person – fueling collaboration, creativity, and shared momentum.
