Senior Member Support Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Member Support Manager leading the Member Advocate team at a reimagined AI-driven health insurance startup. Focusing on team performance, member experience, and operational efficiency.
Responsibilities:
- Manage a team of 4–8 Member Advocates, including daily conversation review, coaching, and weekly 1:1s
- Conduct weekly quality assurance reviews and provide intensive coaching where needed
- Own performance and metrics: ensure we're measuring the right things accurately and consistently
- Lead weekly performance reviews with MAs and deliver weekly reporting covering top issues, volume by category, trends, root causes, and key metrics
- Take 5–10 member conversations per week to develop firsthand understanding of both the member and MA experience
- Provide queue coverage as needed, particularly during peak season
- Actively surface member pain points, trends, and experience improvement opportunities to Product
- Own the Intercom back end: capacity limits, workflows, and process efficiencies
- Take the lead on Fin (Intercom's AI) as we scale automation capabilities
- Oversee and maintain the internal knowledge base
- Develop and manage MA training and onboarding curriculum, including leading new hire training
- Build a continuing education program — monitoring plan/benefit changes and creating change logs and documentation
- Partner with the Head of Customer Operations to maintain the staffing model and project capacity and headcount needs
- Oversee the MA hiring process end-to-end
- Collaborate with the Talent Lead to evaluate pipeline quality and refine targeting and messaging
Requirements:
- 4–6 years of customer support management experience, including leading a team of 3 or more
- 1–5 years of health insurance experience; level-funded background is a strong plus
- Demonstrated ability to build or scale a support function from the ground up — startup experience is highly valued
- Strong reporting and data analysis skills; you know how to design a metrics framework, not just read a dashboard
- Hands-on experience with support platforms; Intercom experience is a plus
- Excellent interpersonal and communication skills — you can coach, influence, and build trust at every level
- A "no task too small" mindset with the flexibility to zoom out strategically and zoom in operationally
Benefits:
- High ownership: You’ll get real responsibility from day one—our high-trust team empowers you to run with big problems and shape core parts of the company.
- Join an important mission: Your work directly influences how people access care and improves lives at scale.
- Growth & expansion: We’re moving fast, and as we grow, your scope will grow with us—new challenges, bigger opportunities, and rapid career velocity.
- Apply AI to a problem that matters: Instead of optimizing ads or cutting labor costs, you’ll use AI to fundamentally reimagine how people get healthcare.
- High pace, high collaboration: We operate with velocity, first-principles thinking, and a team that works closely, openly, and with ambition.
Similar Jobs
Senior Commercial Manager
Senior Commercial Manager overseeing contract management for projects across varying sectors. Working with AtkinsRéalis on important infrastructure tasks in Saudi Arabia.
IT Systems Manager
Experienced IT Systems Manager overseeing IT operations and support teams at Education Perfect. Leading a distributed team and managing IT security compliance in a fast-paced SaaS environment.
National Facilities Manager
National Facilities Manager overseeing maintenance, project management, and vendor relations for resorts across the country. Support preventive maintenance and compliance while ensuring safety standards.
District Manager
District Manager leading sales and service operations for the company in the Midatlantic region. Focusing on revenue growth, customer relations, and team management.
District Manager
District Manager responsible for sales and service operations in California. Seeking a leader to drive revenue and manage customer relations in the food and beverage industry.
Senior Manager, Support Transition and Reentry
Support Transition and Reentry (STAR) Senior Manager leading multidisciplinary team delivering NC Medicaid TCM services for justice-involved members. Focus on integrated care management, training, and community linkage.
Field Case Manager – Workers' Comp Adjuster
Field Case Manager conducting investigations and managing Workers Compensation Claims in Wisconsin. Collaborating with various stakeholders to ensure compliance with Workers’ Compensation Laws.
Claims Manager – medizinischer Bereich
Claims & Customer Service Agent at getolo managing customer inquiries through various channels. Collaborating with a strong team to optimize processes and improve customer satisfaction.
Care Manager
Care Manager at Empathy assisting families through emotional challenges and practical needs. Providing support via phone, chat, and email based on users' journey.
Associate Manager, Business Applications
Associate Manager driving Salesforce applications and contributing to critical platforms in a med-tech company. Leading teams and ensuring operational efficiency in a remote role.
Territory Business Manager – Derma
Territory Business Manager responsible for achieving sales targets and promoting division's products at Abbott. In charge of field work and relationship building with stakeholders in the healthcare industry.
Community Relations & Education Manager
Community Relations & Education Manager engaging with hemophilia Chapters and Foundations. Facilitating education and fostering relationships within the bleeding disorder community in North America.
Commercial Casualty Injury & Litigation Manager
Commercial Casualty Injury and Litigation Manager at GEICO overseeing claims handling and team leadership. Driving results in coverage investigation and liability determination.
District Manager – OnStar Fleet & Commercial
District Manager for OnStar Fleet & Commercial managing dealer relationships. Delivering training and support on connected services while fostering dealer satisfaction across Massachusetts and Connecticut.
Data Product Manager
Data Product Manager at innovative education company, leading product management and engineering teams while tackling data analysis and project management.
Senior Project & Service Manager
Project & Service Manager coordinating projects and IT services for clients. Overseeing contract compliance and collaborating with IT experts in a dynamic team.
Manager, Government Enrollment & Appeals
Manager overseeing enrollment and billing operations across Medicare Advantage and related programs at Capital Blue Cross. Leading compliance efforts and managing appeals and grievances for government programs.
Maintenance Manager – 1099 Contractor
Manager overseeing maintenance operations for Darwin Homes' single-family rental portfolio. Ensuring properties are well-kept and meet quality standards exceeding tenant expectations.
Practice Transformation Manager
Manage value-based care programs for provider practices while driving adoption of health management strategies and improving patient outcomes in a remote role
Software Asset Manager
Software Asset Manager managing complex software licensing and compliance initiatives at GDIT. Leading audits and providing strategic guidance on vendor licensing and contract negotiations.