[Hiring] Member Support Manager @Wellthy

Role Description

As the Member Support and Activation Manager, you will lead a team of Member Support Specialists who help members across every Wellthy service, every day, via phone, chat, and email. You'll be responsible for running and maintaining a high-performing team, ensuring consistent and reliable coverage, coaching and developing team members, pulling reporting from member conversational tools like Intercom, and overseeing the processes and workflows that help the team deliver an exceptional member experience.

• Lead, coach, and develop a team of up to 15 Member Support Specialists.
• Build a strong, collaborative team culture grounded in a shared commitment to delivering an exceptional member experience.
• Set clear performance expectations and help team members succeed through individualized coaching, professional development, and recognition of strong performance.
• Support hiring, onboarding, training, and ongoing development of team members.
• Foster strong communication and collaboration across shifts.
• Oversee team scheduling and coverage across Wellthy's support hours.
• Monitor day-to-day team performance and support volumes.
• Provide hands-on guidance and support to specialists during periods of high demand.
• Support any escalations that stem from complex member situations.
• Partner with Learning & Development to strengthen cross-training across Care Concierge and Backup Care.
• Monitor key team performance metrics and identify trends and opportunities for improvement.
• Regularly review member interactions and provide actionable feedback.
• Develop, maintain, and improve team processes and standard operating procedures.
• Collaborate with technology and operations partners to implement improvements.
• Partner with the teams responsible for Wellthy's AI chat and voice tools.
• Partner with the Director of Member Activation and Engagement to deliver and reinforce training.

Qualifications

• 5+ years in member services, customer support, or support operations, including 2+ years leading a team.
• Demonstrated success coaching employees, managing performance, and building team culture.
• Experience managing staffing, scheduling, and coverage for a multi-shift operation.
• Strong familiarity with customer support platforms such as Intercom.
• Excellent communication, problem-solving, and interpersonal skills.
• Experience developing and improving support processes and training materials.
• Comfort working with AI-enabled support tools and adapting to new technologies.
• Experience in healthcare, employee benefits, or family care is a plus.

Requirements

• Team performance and development: Specialist performance, retention, professional growth, and a strong culture of coaching and accountability.
• Coverage: Reliable staffing across 24/7 support operations.
• Responsiveness: Response and resolution times against established targets.
• Quality: Ticket-review scores, member satisfaction, and adherence to service standards.
• Operational Improvement: Stronger processes and improved team efficiency.

Benefits

• The starting salary for this position is $75,000-$85,000 annually.
• Remote work environment.
• Medical, dental, and vision benefits within 30 days of hire.
• Retirement saving account with matching company contributions.
• Mental health benefits.
• 15 days paid vacation, two additional days for each subsequent year (up to a maximum of 25 days).
• Sick and Caregiving Days.
• Professional development initiatives for growth.
• Generous parental leave during a new child’s first year and pregnancy loss leave.