GOVX · 22 hours ago
Member Services - Floor Lead
La Vergne, TN
Full-time
Onsite
Entry, Mid Level
$23/hr - $25/hr
2+ years expGOVX is seeking a Floor Lead to join their Member Services team, responsible for providing leadership support and ensuring efficient floor operations. The role includes overseeing team performance, resolving member escalations, and maintaining high service levels across all channels.
E-CommerceInternetRetailTicketing
Responsibilities
Oversee Member Services for floor operations, including full weekend management, by leading shift open/close procedures, resolving unassigned cases, completing required verifications, and ensuring readiness for the next business day
Foster a strong and supportive team environment, contribute to the team culture by providing positive mentoring and constructive feedback
Maintain floor visibility, monitoring team performance, workflow, and adherence to office standards
Reinforce and support the team in upholding established processes, SOPs, and service standards
Handle escalated customer issues with professionalism and problem-solving strategies that create win-win outcomes
Report team updates, monitoring progress, performance metrics, and operational priorities
Ensure adherence to established processes, SOPs, and service standards during assigned shifts
Provide vendor support for all GOVX affiliate partners, vendors, and brands
Shadow leadership in coaching, hiring, and other leadership functions to develop skills and readiness for expanded responsibilities
Support the team in meeting SLAs for case resolution, ticket handling, and workflow efficiency during assigned shifts
Reinforce service level and quality expectations to support Member Services goals across all channels
Model strong individual performance, maintaining personal SLAs, ticket accuracy, QA scores, and CSAT targets
Provide timely escalation support to minimize service disruptions and maintain member experience
Qualification
Required
High school diploma minimum with bachelor's degree or equivalent experience
2-4 years of experience in customer service, preferably in an e-commerce setting
Strong communication and problem-solving skills
Proficiency in Microsoft office products: Word, Excel, PowerPoint, Outlook
Member-centric, solution-based mindset, positive attitude, and willingness to learn and adapt in a fast-paced environment
High level of quality and accuracy demonstrated in prior roles
A history of reliable shift coverage and adhering to work schedule with prior roles
The ability to perform well in a highly dynamic, diverse, and rapidly changing environment
Company
GOVX
GOVX is an eCommerce company built around the appreciation and respect for the US Military and First Responder communities.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$23.1M2016-10-31Series Unknown· $3.73M
2015-08-02Series A· $11.5M
2014-03-21Series Unknown· $7.87M
Leadership Team
Alan Cole
President / CEO
Chris Bohnert
Chief Product Officer
Recent News
2025-10-28
Company data provided by crunchbase