Member Services Supervisor — Riviera Maya Portfolio

Responsibilities

• Supervise a Member Services team of 4–8 representatives across the Riviera Maya portfolio: manage daily workflow, quality monitoring, and individual performance against retention and satisfaction targets
• Oversee the rescission management program: the Supervisor is the decision-making authority on complex or borderline rescission cases — determining when a special retention offer is appropriate, when escalation to management is needed, and when a rescission should be processed cleanly
• Develop and maintain member communication standards across languages: create templates for welcome calls, complaint responses, and resolution communications in Spanish, English, and European languages
• Manage the upgrade referral program: coordinate between Member Services and the sales team on warm leads identified by the Member Services team — the Supervisor ensures these referrals are tracked, credited correctly, and handled appropriately
• Lead monthly team quality reviews: listen to call recordings, review written communications, and provide individual coaching to representatives on service standard and rescission technique
• Report portfolio retention metrics to the operations director monthly: rescission rate, member satisfaction scores, upgrade referral conversion, and complaint resolution time

Requirements

• 3+ years Member Services or hospitality guest relations with 1+ year supervisory experience
• Rescission management decision-making experience — authority to approve retention offers
• Multilingual communication oversight capability — Spanish, English, and European language awareness
• CRM management and reporting competency
• Team development and quality coaching ability

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Supervisory salary level + team retention bonus + upgrade referral incentive
• Three meals during shift
• Career track to Member Services Manager or Operations Coordinator

Work environment

Member Services Supervisor across the multi-property Riviera Maya vacation club operation. Team management, quality oversight, and commercial retention responsibility in one of Mexico's most international vacation club markets.

About the role

The rescission rate is the Member Services department's commercial accountability number. A 1% improvement in rescission rate across a portfolio of 2,000 annual sales represents 20 additional retained memberships — at average Los Cabos or Riviera Maya product prices, that's a meaningful revenue retention figure. The Supervisor who drives that improvement through better welcome calling, faster follow-up, and more skillful retention conversations is producing measurable commercial value, not just managing a service queue.