Senior Member Support Manager

🕒 Maio 9

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $90.000 - $110.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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Arlo

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2022

⚕️ Seguro de Saúde

🤝 B2B

👥 RH Tech

💰 $4.000.000 Seed Round - Arlo em 2025-03

Healthcare Insurance • B2B • HR Tech

A Arlo é uma plataforma de benefícios e plano de saúde auto-financiada para pequenas e médias empresas, que oferece um seguro de saúde transparente e focado na prevenção, com preços previsíveis, atendimento primário sem custo, atendimento de urgência virtual, suporte de concierge e um aplicativo móvel para simplificar a administração para empregadores e corretores. Disponibiliza cobertura em quase todos os estados dos EUA (exceto WA, NY, HI, DC e OK), atendendo equipes de aproximadamente 10 a 150 funcionários, e enfatiza preços claros, redução em negativas de sinistros e estabilidade nas taxas ao longo dos anos.

Descrição

• Manage a team of 4–8 Member Advocates, including daily conversation review, coaching, and weekly 1:1s • Conduct weekly quality assurance reviews and provide intensive coaching where needed • Own performance and metrics: ensure we're measuring the right things accurately and consistently • Lead weekly performance reviews with MAs and deliver weekly reporting covering top issues, volume by category, trends, root causes, and key metrics • Take 5–10 member conversations per week to develop firsthand understanding of both the member and MA experience • Provide queue coverage as needed, particularly during peak season • Actively surface member pain points, trends, and experience improvement opportunities to Product • Own the Intercom back end: capacity limits, workflows, and process efficiencies • Take the lead on Fin (Intercom's AI) as we scale automation capabilities • Oversee and maintain the internal knowledge base • Develop and manage MA training and onboarding curriculum, including leading new hire training • Build a continuing education program — monitoring plan/benefit changes and creating change logs and documentation • Partner with the Head of Customer Operations to maintain the staffing model and project capacity and headcount needs • Oversee the MA hiring process end-to-end • Collaborate with the Talent Lead to evaluate pipeline quality and refine targeting and messaging

🎯 Requisitos

• 4–6 years of customer support management experience, including leading a team of 3 or more • 1–5 years of health insurance experience; level-funded background is a strong plus • Demonstrated ability to build or scale a support function from the ground up — startup experience is highly valued • Strong reporting and data analysis skills; you know how to design a metrics framework, not just read a dashboard • Hands-on experience with support platforms; Intercom experience is a plus • Excellent interpersonal and communication skills — you can coach, influence, and build trust at every level • A "no task too small" mindset with the flexibility to zoom out strategically and zoom in operationally

🏖️ Benefícios

• High ownership: You’ll get real responsibility from day one—our high-trust team empowers you to run with big problems and shape core parts of the company. • Join an important mission: Your work directly influences how people access care and improves lives at scale. • Growth & expansion: We’re moving fast, and as we grow, your scope will grow with us—new challenges, bigger opportunities, and rapid career velocity. • Apply AI to a problem that matters: Instead of optimizing ads or cutting labor costs, you’ll use AI to fundamentally reimagine how people get healthcare. • High pace, high collaboration: We operate with velocity, first-principles thinking, and a team that works closely, openly, and with ambition.