[Hiring] Team Lead, Member Support @Function Health

Role Description

We are seeking a Team Lead, Member Support to own day-to-day team operations and act as the primary operational point of contact between frontline agents and Member Support leadership on our Generalist team. 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 position oversees their own teams, alongside 3 other team leads who do the same.

As a Team Lead, you will:

• Guide task execution, decide how work is prioritized and distributed, and ensure team performance meets expectations throughout the day.
• Support Senior MSAs on escalations, coaching moments, and critical errors.
• Carry direct people management responsibility for MSAs and Senior MSAs, including performance management, coaching, and development.
• Report directly to the Sr. Manager of Member Support, who provides strategic guidance, calibration support, and partnership on planning and cross-functional work.

This role is ideal for someone who thrives in fast-paced environments, can confidently make real-time decisions, has experience making operational calls quickly, and is energized by supporting both team performance and individual development. Given that Member Support operates across various time zones and days (Monday–Sunday), this role will periodically require weekend and/or holiday on-call coverage on a rotating basis, assigned in advance per quarter.

Key Responsibilities

• Lead Day-to-Day Operations: Own real-time execution across whole-team workflows, ensuring tasks are prioritized, delegated, and progressing on schedule.
• Own People Management & Development: Hold biweekly 1:1s with every direct report focused on performance, coaching, and development.
• Own Escalation Management: Serve as the point of contact for real-time questions, escalations, and issue triage from Senior MSAs.
• Drive Team Performance: Monitor performance signals daily, review the coaching log, and own formal coaching responses.
• Own Real-Time Staffing & Scheduling: Manage day-to-day staffing and workload allocation.
• Ensure Quality & Standards: Partner with Senior MSAs to ensure findings are actioned consistently.
• Support Onboarding & Training: Help identify training needs and development opportunities.
• Identify & Drive Improvements: Proactively analyze trends and contributors to inbox health and volume.
• Build Team Culture: Own the weekly team meeting and foster a positive, collaborative environment.

Qualifications

• Strong real-time operational decision-making skills.
• Proven ability to manage and develop individual contributors, including senior 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.

Additional

• Ability to work Monday–Friday, ideally in the later afternoon/early evening (not required, but preferred).
• Ability to support periodic weekend and holiday on-call coverage on a rotating basis.

Core Values

• Ruthless Prioritization: We prioritize what drives impact and never compromise on standards of excellence.
• Member-First, Always: We create clear, actionable, human experiences, prioritizing responsiveness and outcomes.
• One Team, Moving Fast: We gather diverse perspectives to make informed decisions and communicate clearly.
• Radical Ownership, Relentless Execution: We own outcomes and drive results with urgency and precision.
• Mission Over Ego: We operate with honesty, transparency, and respect.
• Sustained Integrity in Every Detail: We earn trust by obsessing over accuracy, quality, and clarity.

Benefits

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