Senior Member Support Manager

📋 Description

• Supervise a team of 4–8 Member Advocates, including daily review of conversations, coaching, and conducting weekly one-on-ones.

• Perform weekly quality assurance evaluations and offer intensive coaching as needed.

• Take responsibility for performance and metrics: ensure accurate and consistent measurement of the right elements.

• Facilitate weekly performance assessments with Member Advocates and provide reports covering major issues, volume by category, trends, root causes, and key metrics.

• Engage in 5–10 member conversations weekly to gain direct insights into both the member and Member Advocate experiences.

• Provide coverage for the queue as necessary, especially during peak seasons.

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

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

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

• Oversee and maintain the internal knowledge database.

• Create and manage the Member Advocate training and onboarding program, including leading the training for new hires.

• Develop a continuing education program — monitoring plan/benefit changes and producing change logs and documentation.

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

• Supervise the entire Member Advocate hiring process.

• Work with the Talent Lead to assess pipeline quality and refine targeting and messaging strategies.

⛳️ Requirements

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

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

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

• Strong skills in reporting and data analysis; capable of designing a metrics framework, not just interpreting a dashboard.

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

• Outstanding interpersonal and communication skills — able to coach, influence, and build trust at all levels.

• A "no task too small" attitude with the adaptability to think strategically as well as focus on operational details.

🏝️ Benefits

• High ownership: You’ll be given significant responsibilities from the start—our trusting team encourages you to tackle major challenges and influence key aspects of the company.

• Join a meaningful mission: Your contributions will directly impact how individuals access care and enhance lives on a large scale.

• Growth & expansion: We’re rapidly advancing, and as we grow, your responsibilities will expand alongside us—presenting new challenges, greater opportunities, and swift career progression.

• Leverage AI for a significant issue: Instead of optimizing advertisements or reducing labor costs, you’ll apply AI to fundamentally transform how individuals receive healthcare.

• Fast-paced, collaborative environment: We operate with speed, first-principles thinking, and a close-knit team that works openly and ambitiously.