Member Support Representative Lead

9 hours, 38 minutes ago
Full-time
Lead
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

  • Lead, coach, and conduct performance reviews for a team of Member Support Representatives.
  • Oversee onboarding and ongoing training, including call shadowing and ticket-handling ramp-up.
  • Set and enforce 30/60/90-day milestones and ongoing performance targets.
  • Monitor call volume, ticket resolution, quality, and feedback metrics; address performance gaps through coaching.
  • Conduct quality-assurance reviews and provide timely, actionable feedback.
  • Manage team schedules, staffing coverage, live-call coverage, and ticket queues to meet service-level expectations.
  • Serve as the first escalation point for complex member issues and route sensitive cases appropriately.
  • Partner with CDE, Food Ops, Clinical Ops, and Referrals teams to resolve member and operational issues.
  • Identify workflow inefficiencies and recommend process improvements to reduce escalations and missed calls.
  • Maintain documentation for performance, coaching, and process changes.

Requirements

  • Must be authorized to reside and work in the United States.
  • Available to work Monday through Friday, 9:00 AM–5:00 PM PST, with flexibility for later shifts and occasional weekends.
  • Experience in a remote, high-volume complex case management or care-coordination environment.
  • People-management, team-lead, or senior agent experience strongly preferred.
  • Experience in healthcare or another highly regulated industry, such as finance or payments processing, preferred.
  • Familiarity with call center and ticketing platforms such as Zendesk preferred.
  • Ability to coach team members, manage performance metrics, and handle live escalations with sound judgment.
  • Strong communication, organization, multitasking, accountability, and cross-functional collaboration skills.
  • Reliable high-speed internet of approximately 100 Mbps download and 20 Mbps upload.
  • A completely private, secure, quiet workspace.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

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