Member Support Representative Lead

• The Member Support Lead is responsible for the day-to-day leadership, coaching, and performance management of a team of Member Support Representatives
• This individual ensures their team consistently delivers professional, accurate, and empathetic support to members navigating eligibility, benefits, scheduling, and access to their food benefits (Medically Tailored Meals/Food Boxes)
• The ideal candidate brings strong people leadership, sound judgment, and a coaching mindset, with the ability to hold a team accountable to performance metrics while fostering a supportive, high-trust team culture in a rapidly evolving department
• Candidates must reside in and work within the US
• Lead a team of Member Support Representatives, providing regular coaching, feedback, and performance reviews
• Lead onboarding and ongoing training, including live call shadowing and ticket-handling ramp-up
• Set clear expectations and hold team members accountable to 30/60/90-day milestones and ongoing performance targets
• Foster a collaborative, high-accountability team culture that balances empathy with resilience. Manage and control conversations around both development and accountability
• Monitor individual and team performance against key metrics, including call volume, ticket resolution, and quality/manager feedback
• Identify coaching opportunities and performance trends; proactively address gaps
• Ensure adherence to scheduling, staffing coverage (including evening and weekend needs), and service level expectations
• Complete consistent QA reviews with timely feedback and ongoing coaching
• Serve as the first point of escalation for member issues that exceed representative-level resolution, looping in the Member Support Specialist or leadership for grievances, accommodations, or highly sensitive cases as needed
• Partner with cross-functional teams (e.g., CDE, Food Ops, Clinical Ops, Referrals) to resolve member and operational issues
• Communicate clearly and professionally with internal stakeholders, translating team-level trends into actionable insights for leadership
• Manage day-to-day team workflow, including balancing live call coverage with ticket queue management
• Identify process gaps or inefficiencies and recommend improvements to reduce escalations and missed-call volume
• Maintain accurate documentation of team performance, coaching notes, and process changes. Adapt to new processes and implementations in real time
• Success in this role looks like:
• The team consistently meets or exceeds call volume, ticket, and quality metrics
• Representatives receive regular, effective coaching and demonstrate measurable improvement. Escalations are triaged quickly and routed appropriately, minimizing unresolved member issues. Team culture reflects accountability, collaboration, and empathy
• Operational trends and process gaps are identified and proactively addressed with leadership

Benefits

• Paid health insurance
• Flexible working location
• Flexible working hours
• Unlimited PTO
• 401k, bonus & stock options

• Collaborative, Yet Independent: Comfortable partnering cross-functionally, while also making sound decisions autonomously
• Accountable & Consistent: Holds self and team to a high standard, following through on commitments and metrics
• A People-First Leader: Genuinely invested in the growth and success of your team members. Professional, Clear Communicator: Comfortable talking to anyone, without dominating the conversation; able to adapt tone across agents, peers, and leadership
• Quick Thinker: Pivots and course-corrects in real time as changes are rolled out
• Empathetic but Resilient: Understanding of member and agent frustration, while able to hold a hard line when needed
• Organized Multi-Tasker: Able to manage competing priorities across coaching, quality monitoring, and live escalations
• Transparent with Discretion: Able to communicate limitations and personal scope when appropriate, to the appropriate teams
• Familiarity with call center and ticketing platforms (e.g., Zendesk) preferred
• Flexible availability, including the ability to work later day shifts and occasional weekends
• Ideally, experience in healthcare or another highly regulated industry (e.g., finance/payments processing)
• Reliable high-speed internet access (minimum ~100 Mbps download / 20 Mbps upload) and a completely private, secure, quiet workspace
• Experience working in a remote, high-volume complex case manager or care coordinator environment, ideally in a lead, supervisor, or senior agent capacity
• Prior people-management or team-lead experience strongly preferred