Job Description

Member Support & Operations Lead

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.

Job Tags

Full time, Offshore, Flexible hours,

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