Director, Member Support

📋 Description

• Define the vision, operating model, and multi-year roadmap for Member Support, aligned to
• Own the staffing and capacity model across part-time and full-time Representatives, including
• Build the business case for headcount, tools, and technology, and manage the department budget.
• Evaluate and implement call center, ticketing, QA, and workforce management tools to improve
• Own the roadmap and rapid adoption of AI in Member Support, including AI agents, AI-assisted ticket
• Set quality guardrails for AI, including accuracy reviews, escalation rules, and ongoing

🎯 Requirements

• 8+ years of experience in customer support, member services, or care coordination, including 4+
• Experience leading a remote, high-volume contact center or case management operation, ideally with
• A track record of building and scaling a support organization, including hiring, training, QA, and
• Strong command of support metrics (service level, abandonment, first-contact resolution, CSAT/NPS)
• Hands-on experience deploying AI or automation in a support operation (AI agents, chatbots, agent
• Experience leading teams through technology and process change, and running pilots that are

🎁 Benefits

• Remote-First Company
• Unlimited PTO
• Flexible & remote location
• Healthcare Coverage (Medical, Dental, Vision)
• 401k & bonus
• Registered Dietitian Sessions