Member Support Lead

Job Summary

Leading a remote team of Member Support Representatives, the full-time Member Support Lead will oversee daily operations, coaching, and performance management while ensuring high-quality support for members navigating their food benefits and eligibility.

Key responsibilities

• Lead and coach a team of Member Support Representatives, providing ongoing training and performance feedback
• Monitor team performance metrics and conduct quality assurance reviews to ensure adherence to service standards
• Act as the first point of escalation for complex member issues, collaborating with cross-functional teams to resolve operational challenges

Required qualifications

• Experience in a remote, high-volume complex case management or care coordination environment, preferably in a leadership role
• Prior people-management or team-lead experience strongly preferred
• Familiarity with call center and ticketing platforms, such as Zendesk, is preferred
• Experience in healthcare or another highly regulated industry is ideal
• Reliable high-speed internet access and a secure, quiet workspace