Senior Member Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise a team of 4–8 Member Advocates, which includes daily conversation evaluations, coaching sessions, and weekly one-on-ones.

• Perform weekly quality assurance assessments and offer intensive coaching when necessary.

• Take ownership of performance metrics: ensure accurate and consistent measurement of the right indicators.

• Facilitate weekly performance evaluations with Member Advocates and produce weekly reports detailing key issues, category volume, trends, root causes, and essential metrics.

• Engage in 5–10 member conversations weekly to gain firsthand insight into both member and Member Advocate experiences.

• Provide queue support as needed, especially during peak periods.

• Proactively identify member pain points, trends, and opportunities for enhancing the overall experience to share with Product.

• Manage the Intercom backend: overseeing capacity limits, workflows, and process efficiencies.

• Take charge of Fin (Intercom's AI) as we enhance our automation capabilities.

• Oversee and update the internal knowledge base.

• Create and manage the training and onboarding curriculum for Member Advocates, including leading new employee training sessions.

• Establish a continuing education program — tracking plan/benefit modifications, creating change logs, and maintaining documentation.

• Collaborate with the Head of Customer Operations to uphold the staffing model and assess project capacity and headcount requirements.

• Manage the end-to-end process of hiring Member Advocates.

• Work alongside the Talent Lead to assess pipeline quality and fine-tune targeting and messaging strategies.

⛳️ Requirements

• 4–6 years of experience in customer support management, including leadership of a team of three or more.

• 1–5 years of experience in the health insurance sector; a background in level-funded insurance is a significant advantage.

• Proven ability to establish or scale a support function from inception — experience in startups is highly regarded.

• Strong capabilities in reporting and data analysis; you know how to construct a metrics framework beyond simply interpreting dashboards.

• Practical experience with support platforms; familiarity with Intercom is a plus.

• Exceptional interpersonal and communication skills — capable of coaching, influencing, and building trust at all organizational levels.

• A proactive mindset, viewing no task as too small, with the agility to shift from strategic oversight to operational focus.

🏝️ Benefits

• High ownership: You’ll be entrusted with meaningful responsibilities from day one—our high-trust team allows you to tackle significant challenges and shape key aspects of the company.

• Join an important mission: Your contributions will directly impact how individuals access care, enhancing lives on a large scale.

• Growth & expansion: We’re progressing rapidly, and as we expand, your role will evolve alongside us—new challenges, greater opportunities, and accelerated career paths await.

• Apply AI to a meaningful problem: Rather than optimizing advertisements or reducing labor costs, you’ll leverage AI to fundamentally transform how individuals receive healthcare.

• High pace, high collaboration: We operate with speed, fundamental-thinking principles, and a close-knit, open, and ambitious team.