Member Services Supervisor - Feast & Fettle : Job Details

Feast & Fettle is looking for a Member Services Supervisor to join our fantastic team in Pawtucket, Rhode Island. In this role, you'll lead the charge during daily shifts, making sure our team is running smoothly and every interaction delivers the 5-star experience our members rave about. You'll oversee the team while also rolling up your sleeves to directly support our members across all communication channels. If you're someone who loves leading by example and creating exceptional customer experiences, this could be the perfect fit for you!

This is a full-time, in office role, with a work schedule supporting a team that operates 7 days a week with 12+ hours of shift coverage. Supervisor schedules include weekends, opening, and closing shifts.

What is Feast & Fettle?

What began as a private chef's business in 2016 has blossomed over the years into the Northeast's leading premium, fully-prepared meal delivery service. And each day at Feast & Fettle, we pour love and care into preparing, packing, and personally delivering weekly menu items to our cherished Member base across the Northeast. Our mission is both simple and expansive: to nourish everyday life. This speaks to the quality of our food, our community engagement, and how our service gives Members the space needed to devote more energy to what matters most in their lives.

We believe accomplishing this mission begins with nourishing the lives of our employees. Among our benefits, all F&F employees enjoy a free meal plan and wellness and education stipends. We are committed to fostering a positive and empowering environment in which everyone brings their best selves to work, contributing to the continuous betterment of the company. And it's our culture that really sets us apart from other organizations in the food & hospitality industry. Through reducing barriers folks may be showing up with, we work to provide meaningful growth opportunities for all.

By joining us at F&F, you become part of a transparent cross-department team centering joy and ambition—on an exciting growth trajectory which we engage with mindfulness and care. We grow in service of sustainable profitability, mutual support, and thorough maintenance of the superior quality our Members expect.

What does a Member Services Supervisor at F&F do?

We'll provide comprehensive training on the foundational Member Services Specialist skillset, ensuring you gain firsthand experience in the role before stepping into a shift lead capacity. Once proficient, you'll work in tandem with a peer Supervisor to provide shift leadership for a small team of Member Services Specialists. Our team operates with coverage from 7 AM to 9 PM, seven days a week, and Supervisors play a key role in ensuring smooth operations, team support, and an excellent member experience.

• Lead & Support the Team – Support Director of Member Services and oversee daily operations, ensure tasks are prioritized, and support specialists with escalated issues.
• Handle Complex Member Requests – Resolve logistical challenges like missing deliveries, address changes, and reroutes.
• Train & Coach – Support team growth through real-time coaching and structured training programs for new hires.
• Refine Processes – Maintain and improve Standard Operating Procedures (SOPs) to keep our service running smoothly.
• Collaborate Cross-Functionally – Work with other departments to improve the member experience and streamline operations.
• Maintain Service Excellence – Set the standard by actively engaging with members and ensuring communication aligns with F&F's high expectations.

What we're looking for:

• 5+ years of service industry or customer-facing experience; you're a pro at working directly with customers across multiple communication channels.
• Experience coaching team members and providing constructive feedback in a positive, supportive way to help them grow and meet expectations.
• A collaborative mindset and experience working with other leaders to improve cross-team processes and create a seamless experience for customers.
• Master of multi-tasking (Even if you were running the host stand with a line out the door at the hottest new brunch spot in town, you're hard to fluster).
• A way with words, both spoken and written. Thoughtful, precise, and warm responses are the expectation for member communication.
• Off-the-charts phone skills.
• Empathy, patience, and compassion.
• Tech-savvy and quick to pick up new tricks.
• Understanding and appreciation of the Feast & Fettle brand and member base.
• Bonus points for experience working with HubSpot and an affluent customer base.
• Cool under pressure and a detail-oriented champ.
• Positive and eager to be a team player.

What you get:

Salary: $55,000-$60,000

Competitive benefit package including:

• Free $160 F&F weekly meal plan membership! (over $8,000 annual value)
• Accrued vacation and sick time (3 weeks in total over the first year, and increases with tenure)
• $50/month Wellness Benefit (reimbursement for a gym membership, massage, copay, kickboxing, etc, you name it!)
• Health benefits (Medical, Dental, Vision), active at 30 days. F&F is proud to cover 65% of employee premiums, as well as 50% for dependents.
• 401K - active to contribute to at 90 days
• $1000/yr Professional Development Reimbursement
• Paid Parental Leave