[Hiring] Member Support Lead @Function Health

Role Description

The Member Support Lead plays a pivotal role in owning day-to-day team operations and acting as the operational point of contact (POC) between frontline agents and leadership (i.e. your manager and beyond). You will support a group of 10+ Member Support Agents (MSAs), including 2+ Senior MSAs, ensuring workflow efficiency, quality, and alignment with operational goals in real time. This role reports to the Manager of Member Support.

• Guide task execution and make decisions on work prioritization and distribution.
• Ensure team performance meets expectations throughout the day.
• Support Sr. MSAs on escalations, coaching moments, and critical errors.
• Direct people management responsibility for MSAs, including performance management, coaching, and development.
• Ideal for someone who thrives in fast-paced environments and can confidently make real-time decisions.
• Availability on weekends may be required as the team evolves.

Qualifications

• Strong real-time operational decision-making skills.
• Able to assess situations quickly, prioritize effectively, and make confident decisions that impact workflow, staffing, and member experience.
• Proven ability to manage and develop individual contributors.
• High ownership and accountability mindset.
• Ability to operate effectively in fast-paced, high-volume environments.
• Strong communication and interpersonal skills.
• Coaching and feedback delivery skills.
• Operational awareness and attention to detail.
• Ability to balance team support with accountability.
• Comfort working within structure while exercising judgment.
• Excellent written and verbal communication skills, with strong execution of brand voice.

Requirements

• Oversee daily team workflows, ensuring tasks are appropriately delegated and progressing on schedule.
• Serve as the real-time point of contact for escalations and issue triage.
• Deliver timely feedback and coaching to Sr. MSAs to address performance gaps.
• Monitor and document team performance signals, escalating patterns or concerns to the Manager.
• Partner with Workforce Management (WFM) to support scheduling and workload distribution.
• Work closely with Sr. MSAs to uphold QA processes and coaching practices.
• Identify workflow inefficiencies, documentation gaps, and tooling opportunities.
• Foster a positive, accountable, and collaborative team environment.

Benefits

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