Member Support Manager

Vaga não está no LinkedIn

🔥 3 horas atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $75.000 - $85.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

👻 Score fantasma 0%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Publicada recentemente.

Candidatar-se

Encontrar Vagas Remotas Similares

Wellthy

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🏥 Saúde

⚕️ Seguro de Saúde

🧘 Bem-estar

💰 $25.500.000 Venture Round em 2023-05

Healthcare • Healthcare Insurance • Wellness

A Wellthy oferece soluções personalizadas de cuidados, criadas para ajudar famílias, funcionários, empregadores e planos de saúde a administrar diferentes necessidades de cuidado. A empresa oferece suporte dedicado de uma equipe de especialistas em serviço social, defesa dos interesses dos pacientes, enfermagem e outras áreas, ajudando as famílias a navegar por sistemas de saúde complexos e a gerenciar suas necessidades de cuidado em diferentes fases da vida — do planejamento familiar e dos cuidados infantis ao envelhecimento, à demência e aos cuidados no fim da vida. A Wellthy combina a experiência humana com a tecnologia para promover melhores resultados em saúde mental, aumentar a produtividade e reduzir os afastamentos dos funcionários para seus clientes. A empresa se concentra em oferecer uma experiência de cuidado acolhedora e um alto retorno sobre o investimento para os empregadores, auxiliando nas tarefas relacionadas aos cuidados e apoiando cuidadores familiares por meio de diversas ferramentas e recursos comunitários.

Descrição

• Lead, coach, and develop up to 15 Member Support Specialists • Conduct regular 1:1s, performance reviews, ongoing feedback, and formal performance management when needed • Build a collaborative team culture and set clear performance expectations • Support hiring, onboarding, training, and ongoing team development • Foster communication and collaboration across shifts • Oversee scheduling and coverage across Wellthy’s support hours • Monitor team performance and support volumes, adjusting staffing and resources • Provide hands-on guidance during periods of high demand and assist with escalations • Partner with Learning & Development to strengthen cross-training across Care Concierge and Backup Care • Monitor response times, resolution times, support volumes, quality, and member activation using tools such as Intercom • Review member interactions and provide actionable feedback and coaching • Develop and improve processes, standard operating procedures, and escalation protocols • Identify opportunities to improve member activation and measure team impact • Collaborate on improvements to support tools, workflows, and AI-enabled capabilities • Partner on Wellthy’s FinAI chat and voice tools, improving member experience and AI-to-specialist handoffs • Help the team adopt new AI capabilities and workflows • Deliver and reinforce training to encourage member activation • Collaborate with Care Team, Backup Care, Client Success, IT, and other partners to resolve member issues • Report directly to the Director of Care

🎯 Requisitos

• 5+ years in member services, customer support, or support operations, including 2+ years leading a team • Experience leading remote teams is helpful • Demonstrated success coaching employees, managing performance, building team culture, and fostering accountability across a diverse team • Experience managing staffing, scheduling, and coverage for a multi-shift operation, including part-time and full-time employees • Experience with 24/7 support environments is a plus • Strong familiarity with customer support platforms such as Intercom or similar tools • Ability to monitor performance metrics, identify trends, and use data to improve team performance • Excellent communication, problem-solving, and interpersonal skills • Experience developing and improving support processes, training materials, and standard operating procedures • Comfort working with AI-enabled support tools and adapting to new technologies • Experience in healthcare, employee benefits, or family care is a plus, but not required • Strong internet connection, quiet space to take calls, and a professional distraction-free environment • Private, secure internet and phone access • Private, dedicated, distraction-free workspace suitable for handling sensitive information

🏖️ Benefícios

• Remote work environment • Medical, dental and vision benefits within 30 days of hire • Retirement saving account with matching company contributions • Mental health benefits • 15 days paid vacation, two additional days for each subsequent years (up to a maximum of 25 days) • Sick and Caregiving Days • Professional development initiatives for growth • Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted) • Pregnancy loss leave

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo