Member Support & Operations Lead

Austin, TX

Full Time

Mid Level

Location: Austin, TX (Hybrid)

Type: Full-time

Random Golf Club is working on something new and exciting – motivated to make every step of the golf journey more rewarding by bringing real rewards, exclusive perks, and bucket-list experiences to the sport. We’re bringing a new kind of membership experience tailored for golfers – and we’re looking for a hands-on, strategic Member Support & Operations Lead to stand up and lead our support function.

You’ll be our first internal support hire for this new product and will play a critical role in shaping the customer experience, managing outsourced support partners, and building scalable systems that ensure our cardmembers feel valued, heard, and well taken care of.

What You’ll Do

Build and manage a best-in-class support team by hiring, onboarding, and overseeing offshore/nearshore agents.
Handle frontline support yourself – respond to customer inquiries via email, chat, and phone as we ramp up.
Resolve member inquiries across multiple channels.
Establish policies and procedures for a variety of customer service scenarios, including multiple tiers of product support.
Create and maintain compliant support documentation in line with regulations around servicing and consumer protection.
Set up customer support infrastructure, including Zendesk templates and IVR systems, and coordinate approvals for customer communication with the relevant stakeholders.
Use data and reporting to monitor support trends, optimize performance, and deliver an exceptional customer experience.
Be the internal voice of the customer, identifying recurring pain points and collaborating across Product, Ops, and Marketing to improve the experience.

What We’re Looking For

3+ years of experience in a similar role including operations and customer service.
Proven experience in customer support roles, ideally in a fintech environment.
Hands-on experience setting up and owning a Zendesk (or similar) support instance.
Strong writing skills and the ability to create clear, professional documentation.
Familiarity with compliance and regulatory requirements for financial services is a plus.
A go-getter who is excited about scaling a company and growing with us.
Comfortable wearing multiple hats and jumping into support yourself when needed.
People-oriented leadership skills, previous team management experience.
Proficiency in customer relationship management and digital marketing tools.
Passion for creating a great member experience – bonus points if you’re a golfer or golf fan.
Authorization to work in the U.S. is required. This position is not eligible for visa sponsorship.

Why Join Us

You’ll be on the ground floor of an exciting product launch redefining how passionate golfers engage with rewards and memberships.
Opportunity to shape the entire customer support function from scratch, with extraordinary career and developmental growth opportunities.
Work with a passionate, experienced team at the intersection of fintech and golf.
Extraordinary career and developmental growth opportunities.
Competitive salary with early equity options.
Flexible and hybrid working environment (with a golf simulator in the office!)
An inclusive and collaborative company culture.

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We are all about creating memorable experiences for golfers—what’s a product or service you think has nailed customer experience and why?*

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