Director, Member Support

7 hours, 11 minutes ago
Full-time
Executive
Customer and Technical Support
Foodsmart

Foodsmart

Foodsmart offers a personalized telehealth nutrition solution that connects members with a vast network of registered dietitians, providing tailored nutrition guidance to improve health from the comfort of home.

Health Care Providers & Services
51-200
Founded 2010
$105M raised

Description

  • Define the Member Support vision, operating model, multi-year roadmap, and staffing strategy.
  • Lead, coach, and develop three Member Support Leads and oversee representative hiring, onboarding, training, and performance management.
  • Own capacity planning, scheduling, extended-hours coverage, department budgeting, and business cases for headcount and technology.
  • Track and improve support KPIs, including service level, abandonment rate, resolution time, first-contact resolution, quality scores, and CSAT/NPS.
  • Implement and govern AI-enabled support capabilities, including AI agents, ticket handling, and automated QA, while maintaining HIPAA, PII, and PHI compliance.
  • Establish QA processes, review calls and tickets, identify performance gaps, and provide timely coaching and feedback.
  • Serve as the senior escalation point for complex member issues, grievances, accommodations, and partner concerns.
  • Partner with internal teams and external health plan, food, and grocery partners to resolve issues, improve processes, and reduce repeat contacts.
  • Maintain accurate knowledge bases, scripts, workflows, and support documentation as programs and benefits evolve.
  • Present support performance, member insights, and priorities to executive leadership and external partners.

Requirements

  • 8+ years of experience in customer support, member services, or care coordination, including 4+ years managing teams.
  • Experience leading a remote, high-volume contact center or case management operation with extended-hours coverage.
  • Experience building and scaling support organizations, including hiring, training, QA, and performance management.
  • Strong knowledge of support metrics such as service level, abandonment, first-contact resolution, CSAT, and NPS.
  • Hands-on experience deploying AI or automation in support operations, such as AI agents, chatbots, agent assist, or automated QA.
  • Experience leading technology and process changes, including measured and iterative pilots.
  • Experience in healthcare or another highly regulated industry, with PII/PHI handling experience and working knowledge of HIPAA.
  • Familiarity with call center, ticketing, QA, and workforce-management platforms, such as Zendesk.
  • Experience collaborating with cross-functional teams, external partners, and executive leadership.
  • Flexible availability to support later shifts and occasional weekends; bachelor’s degree or equivalent experience preferred.
  • Experience in Medicaid, Medicare Advantage, health plan member services, food-as-medicine, benefits administration, Zendesk, or Forethought AI is preferred.

Benefits

  • Remote-first work environment with flexible location.
  • Unlimited PTO.
  • Medical, dental, and vision coverage.
  • 401(k) and bonus opportunities.
  • Registered Dietitian sessions.

Interested in this position?

Apply directly on the company website

Apply Now

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