Member Support Representative Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Member Support Representative Lead based in United States.

This role is a frontline leadership position responsible for guiding, coaching, and elevating a high-performing member support team in a fast-paced, mission-driven healthcare environment.
You will oversee day-to-day operations for a group of Member Support Representatives, ensuring members receive accurate, empathetic, and timely assistance across eligibility, benefits, scheduling, and food access services.
The role blends people management, operational oversight, and real-time escalation handling in a high-volume support setting.
You will be responsible for driving performance consistency while building a strong culture of accountability, empathy, and continuous improvement.
A key part of the role involves translating operational trends into actionable insights and partnering cross-functionally to improve processes and member experience.
This is a highly impactful position for someone who thrives in leadership, coaching, and structured service environments.

• Lead, coach, and support a team of Member Support Representatives through regular feedback, performance reviews, and ongoing development
• Oversee onboarding and training programs, including call shadowing, ticket management, and ramp-up milestones
• Monitor team performance against KPIs such as call volume, resolution time, quality scores, and service level expectations
• Maintain accountability for scheduling coverage, including peak periods and extended-hour support needs
• Conduct quality assurance reviews and deliver timely, actionable coaching to improve performance outcomes
• Serve as escalation point for complex or sensitive member cases, coordinating with internal clinical, operations, and support teams
• Collaborate cross-functionally to resolve operational issues and improve member experience workflows
• Identify process inefficiencies and recommend improvements to reduce escalations and improve service delivery
• Track, document, and communicate team performance trends, coaching notes, and operational insights to leadership
• Ensure smooth daily workflow between live call management and ticket queue prioritization

Requirements:

• Prior experience in a team lead, supervisor, or senior agent role in a high-volume support or case management environment
• Experience managing or coaching customer-facing or member support teams, ideally in healthcare, insurance, or regulated industries
• Strong leadership skills with a proven ability to motivate, coach, and hold teams accountable
• Excellent communication skills with the ability to adapt tone across agents, peers, and leadership stakeholders
• Strong organizational and multitasking abilities in fast-paced, metrics-driven environments
• Experience with call center or ticketing platforms such as Zendesk or similar tools
• Ability to handle escalations with empathy, clarity, and sound judgment under pressure
• Comfortable working flexible schedules, including evenings or occasional weekends if needed
• Strong analytical mindset with the ability to interpret performance metrics and operational trends
• Reliable home office setup with high-speed internet and a distraction-free workspace

Benefits:

• Remote-first work environment with flexible location options
• Unlimited paid time off to support work-life balance
• Comprehensive medical, dental, and vision insurance coverage
• 401(k) retirement plan with company participation
• Bonus eligibility as part of compensation package
• Access to registered dietitian sessions and wellness support
• Opportunity to work in a mission-driven healthcare technology environment
• Strong emphasis on professional growth, coaching, and team development
• Inclusive and collaborative culture focused on empathy and accountability