Member Support Representative Lead

Join our team as a Member Support Representative Lead, where you will be responsible for the day-to-day leadership, coaching, and performance management of a team of Member Support Representatives. You will ensure that your team consistently delivers professional, accurate, and empathetic support to members navigating eligibility, benefits, scheduling, and access to their food benefits. The ideal candidate will have strong people leadership skills, sound judgment, and a coaching mindset. This is a remote position, and candidates must reside in and work within the US.

Responsibilities

• Lead a team of Member Support Representatives, providing regular coaching, feedback, and performance reviews.
• Monitor individual and team performance against key metrics, including call volume, ticket resolution, and quality/manager feedback.
• Serve as the first point of escalation for member issues that exceed representative-level resolution, looping in the Member Support Specialist or leadership for grievances, accommodations, or highly sensitive cases as needed.
• Collaborative, Yet Independent: Comfortable partnering cross-functionally, while also making sound decisions autonomously

Requirements

• Accountable & Consistent: Holds self and team to a high standard, following through on commitments and metrics
• A People-First Leader: Genuinely invested in the growth and success of your team members. Professional, Clear Communicator: Comfortable talking to anyone, without dominating the conversation; able to adapt tone across agents, peers, and leadership
• Quick Thinker: Pivots and course-corrects in real time as changes are rolled out
• Empathetic but Resilient: Understanding of member and agent frustration, while able to hold a hard line when needed
• Organized Multi-Tasker: Able to manage competing priorities across coaching, quality monitoring, and live escalations
• Transparent with Discretion: Able to communicate limitations and personal scope when appropriate, to the appropriate teams
• Familiarity with call center and ticketing platforms (e.g., Zendesk) preferred
• Flexible availability, including the ability to work later day shifts and occasional weekends
• Reliable high-speed internet access (minimum ~100 Mbps download / 20 Mbps upload) and a completely private, secure, quiet workspace
• Experience working in a remote, high-volume complex case manager or care coordinator environment, ideally in a lead, supervisor, or senior agent capacity

Preferred

• Ideally, experience in healthcare or another highly regulated industry (e.g., finance/payments processing)
• Prior people-management or team-lead experience strongly preferred

Pay

USD 60,000 - 75,000