Member Support Representative Lead

📋 Description

• Lead a team of Member Support Reps with coaching and reviews.
• Oversee onboarding and training, including shadowing and ramp-up.
• Set 30/60/90 day milestones and targets for the team.
• Foster collaborative, high-accountability culture balancing empathy.
• Monitor metrics: call volume, ticket resolution, QA feedback.
• Manage day-to-day workflow of live calls and ticket queues.

🎯 Requirements

• People-first leader with clear communication.
• Empathetic but resilient; balances member needs with performance.
• Organized multi-tasker; handles coaching, QA, escalations.
• Accountable and consistent; follows through on metrics.
• Collaborative yet independent; partners cross-functionally.
• Quick thinker; adapts to changes in real time.

🎁 Benefits

• Remote-first company
• Unlimited PTO
• Flexible remote location
• Healthcare coverage (Medical, Dental, Vision)
• 401k & bonus
• Registered Dietitian sessions