[Hiring] Manager, Member Support @Function Health

Role Description

The Member Support Manager is responsible for owning team performance, operational strategy, and organizational effectiveness across a team of support agents, Leads, and Senior MSAs. This role reports to the Senior Manager of Member Support.

You will oversee a team dedicated to providing comprehensive support to members across SMS, phone, email, and live chat. As Manager, you will:

• Monitor key performance indicators
• Drive process improvements
• Own staffing and planning decisions that enable the team to scale effectively over time

This role carries direct people management responsibility for multiple Leads and Senior MSAs, while supporting and calibrating Leads in their ownership of MSA performance. You will own formal performance management at the Lead and Sr. MSA level, including evaluations, documentation, and improvement plans.

You will also play a leadership role within the broader Member Success organization by:

• Driving cross-functional alignment
• Owning operational improvements
• Partnering closely with the Sr. Manager of Member Support on scaling the Member Support function

Note: Given our team is dispersed across various timezones and working days (Monday–Sunday), there could be a need as we continue to evolve this role to be available on weekends.

Qualifications

• Adaptive, strategic thinker with strong operational judgment
• Able to quickly shift between tactical needs and long-term priorities without losing sight of team performance or business goals
• Proven ability to manage and develop leaders
• Experience coaching and holding team leads or senior contributors accountable
• Strong performance management and accountability mindset
• Ability to prioritize and operate with autonomy
• Operational and systems-oriented thinking
• Strong leadership and communication skills
• Ability to balance business needs with team health
• Excellent written and verbal communication skills, with strong execution of brand voice

Requirements

• Oversee team performance and ensure adherence to KPIs and quality expectations at all levels — MSA, Sr. MSA, and Lead
• Coach, develop, and hold Leads and Sr. MSAs accountable for performance standards
• Conduct biweekly 1:1s with Leads and Sr. MSAs
• Monitor and report on KPIs, performance metrics, and member contact trends
• Own week-to-week and forward-looking staffing strategy and workload planning
• Identify opportunities to streamline workflows and improve documentation
• Partner with internal teams to address operational challenges

Benefits

• Competitive salary and benefits package
• Flexible working hours
• Dynamic work environment where creativity and innovation are encouraged