[Hiring] Senior Member Success Associate @Function Health

Role Description

We are looking for a Senior Member Success Associate, Social Response Team to help set the standard for how Function engages with members and prospective members across our social channels. This is a senior individual contributor role for someone who combines excellent member support with strong judgment, writing, and operational instincts. You will remain hands-on in the response queue while operating with greater autonomy on nuanced or ambiguous cases, supporting quality assurance across the team, and helping other Member Success Associates navigate complex case and tooling questions.

You will also serve as a thought partner to the Social Response Manager, helping identify process gaps, strengthen team documentation, and move projects and operational improvements forward. Success in this role requires knowing when a playbook provides the answer—and when judgment is required instead. As you demonstrate consistency and earn trust, your scope can expand to include greater ownership of the approval queue and sign-off on team responses.

Please note: East Coast working hours preferred (8am - 6pm EST) with a Tuesday-Saturday weekly schedule.

Key Responsibilities

• Own Member & Community Responses
  • Respond to, resolve, and appropriately route inbound interactions across Function's public-facing social channels.
  • Maintain fluency across the team's four primary case types: member support, prospective member and audience engagement, brand engagement, and reputation management.
  • Navigate nuanced or ambiguous cases that fall outside established macros and playbooks, determining when to resolve independently and when escalation is appropriate.
  • Provide reliable coverage during periods of increased volume, team PTO, or other coverage gaps.
  • Exercise excellent judgment around tone, accuracy, brand voice, member privacy, and the sensitivity of health-related conversations.
• Raise the Bar on Quality & Judgment
  • Operate with elevated autonomy in the response queue, requiring less manager review as trust and consistency are demonstrated.
  • Support QA reviews of team responses, reinforcing Function's voice, case-handling standards, and established SOPs.
  • Identify recurring quality, tone, or judgment patterns and surface them to the Social Response Manager.
  • Help strengthen playbooks and documentation when recurring situations reveal gaps in existing guidance.
  • Over time, take on greater ownership of the approval queue, including sign-off on team responses as appropriate.
• Support & Develop the Team
  • Serve as a trusted resource for MSAs navigating difficult cases, tooling questions, or unfamiliar situations.
  • Provide real-time, peer-level coaching on case handling, judgment, tone, and playbook application.
  • Support onboarding and training for new MSAs through shadowing, hands-on practice, and knowledge sharing.
  • Reinforce team standards while recognizing when an issue should be escalated to the Manager.
  • This role provides informal coaching and QA support but does not directly manage employees.
• Own Social Response Tools & Workflows
  • Serve as a subject-matter expert on Sprout Social, including workflows, functionality, and troubleshooting.
  • Provide expertise on Intercom and internal admin tools used to escalate, investigate, and resolve member cases.
  • Help teammates troubleshoot tooling and workflow issues in real time.
  • Identify opportunities to improve how the team uses its systems and reduce unnecessary manual work.
• Drive Projects & Process Improvements
  • Partner with the Social Response Manager on team initiatives, operational improvements, and projects that strengthen the team's long-term operating model.
  • Identify process gaps and turn them into clear documentation, workflows, or scalable solutions.
  • Help scope projects, maintain timelines, track progress, and proactively surface risks or blockers.
  • Coordinate with partners across Brand, Community Management, Member Support, and other teams to move shared initiatives forward.
  • Represent the Social Response Team in project-based, cross-functional work when appropriate.
  • Use AI and automation thoughtfully to improve drafting, QA, documentation, and team efficiency while maintaining human judgment and Function's voice.

Qualifications

• 3+ years of experience in member or customer success, operations, client services, social media/community management, or a related field.
• Demonstrated excellence in member-facing or customer-facing case handling, with strong judgment around tone, quality, and escalation.
• Ability to independently navigate nuanced situations where an established macro or playbook may not provide the answer.
• Strong working knowledge of Sprout Social and Intercom, including the ability to troubleshoot workflows and help others use the platforms effectively.
• Excellent written communication and an ability to adapt voice and tone across short-form social responses, sensitive member interactions, internal documentation, and project updates.
• Experience providing peer coaching, QA, training, or mentorship without relying on formal managerial authority.
• Strong operational instincts and an ability to identify patterns, process gaps, and opportunities to improve how a team works.
• Ability to organize and move projects forward across multiple stakeholders, priorities, and deadlines.
• Comfort operating in a fast-moving, high-growth environment where processes will continue to evolve.
• Strong proficiency with collaborative tools such as Slack, Google Workspace, Notion, Asana, or similar platforms.
• AI-forward mindset: Experience using tools such as Claude, ChatGPT, or Sprout Social's AI capabilities to improve drafting, QA, research, documentation, or workflows—while applying strong judgment to ensure outputs are accurate, appropriate, and consistent with Function's voice.

Nice to Have

• Previous experience mentoring, training, or onboarding teammates.
• Experience writing for social media, community, or a consumer-facing brand.
• Experience supporting members or customers in healthcare, health tech, wellness, or another high-trust consumer environment.
• Experience creating SOPs, playbooks, training materials, or project documentation.
• Experience identifying opportunities for automation or AI-enabled workflow improvements.

Core Values

• Ruthless Prioritization: We don’t let perfect get in the way of progress. We move quickly to drive value, not perfection. We prioritize what drives impact. We never compromise on standards of excellence.
• Member-First, Always: We design and deliver like we’re caring for someone we love. We create calendar, actionable, human experience. We prioritize responsiveness, peace of mind, and outcomes. We empower members with truth, clarity, and care.
• One Team, Moving Fast: We are aligned in purpose, prioritization, and speed. We gather diverse perspectives to make informed decisions. We clear paths for each other and move fast together. We communicate clearly and respectfully, rallying around shared goals.
• Radical Ownership, Relentless Execution: We don’t just ship– we own outcomes and drive results. We act with urgency and precision. We anticipate, initiate, and follow through. We meet challenges with grit and pragmatism. We embrace new tech to deliver better outcomes.
• Mission Over Ego: We are ruthlessly aligned to our mission - and leave ego at the door. We disagree and commit. We don't tolerate politics or withholding information. We operate with honesty, transparency, and respect.
• Sustained Integrity in Every Detail: We earn trust by obsessing over accuracy, quality, and clarity in everything we do. We prioritize clinical precision - data must be right. We sweat the details because outcomes depend on them.

Why You'll Love Working With Us

We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged. If you are a highly motivated and experienced individual who is passionate about using technology to improve people’s lives, we would love to hear from you.

At Function, we celebrate diversity and are committed to building a diverse and inclusive workforce. As an equal opportunity employer, we do not discriminate on the basis of race, color, gender identity, ancestry, religion, age, sexual orientation, national origin, disability, marital status, Veteran status, or any other occupationally irrelevant criteria.

Join the Function Health team and become a part of our mission to build a healthier future for all. Discover more about us and how we're changing the face of healthcare at Function Health .

Important Notice: Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com. Function Health will never request personal information such as banking details or payment during the hiring process. Please be cautious of communications or job offers that come from other email domains, instant messaging platforms, or unsolicited calls. If you ever have doubts about the legitimacy of a communication, please reach out to us directly at [email protected] .