TEN Group
Complaints & Quality Assurance Specialist
New York, New York, United States · Full-time
Sponsorship not specifiedDetected 1 day ago
Customer SupportLeadershipCommunicationCollaborationProblem SolvingMentoring
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Lottery odds40
Fits your clock70
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About the role
- This is a unique hybrid role that combines complaint resolution, escalation management, quality assurance, coaching, and service improvement.
- You will act as both a voice of the member and a guardian of service standards, ensuring that feedback, complaints, and quality insights are translated into meaningful actions that improve the experiences of our members and clients.
- We're the world's largest global concierge company, operating in over 100 countries with offices across 23 locations.
Responsibilities
- At Ten Lifestyle Group, we create exceptional experiences for over 3.5 million members worldwide, delivering access to the world's most sought-after travel, dining, entertainment, and lifestyle services.
- Working closely with Operations, Training, Client Services, and Customer Experience leadership teams, you will play a key role in helping Ten deliver industry-leading service and continuous improvement.
- For more than 30 years, we've partnered with leading financial institutions, premium brands, and high-net-worth clients to deliver services that truly stand apart.
- Your Responsibilities 50% Complaints & Member Resolution Investigate, manage, and resolve member and corporate complaints from initial receipt through to final resolution.
- Partner with Operations and
- Team Managers to implement appropriate service recovery solutions.
- Accurately document complaint outcomes and member feedback.
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.
- Ability to balance multiple priorities in a fast-paced environment.
- Experience coaching or providing constructive feedback to others is advantageous.
Compensation
- 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.
- In return, you'll benefit from world-class training, global collaboration, and the opportunity to build a career in one of the world's leading concierge and lifestyle service companies.
Company info
- We're looking for a Complaints & Quality Assurance Specialist to join our Customer Experience team.
- Culture & Community: Be part of a Certified B Corp committed to diversity, inclusion, and positive impact.
- What We're Looking For Minimum 3 years' experience in customer service, complaint handling, escalations, customer experience, quality assurance, or a similar service-focused environment.
- Apply today and become part of the team behind the world's leading concierge service.
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This listing is sourced directly from TEN Group's careers page and normalized into a canonical job model.