Senior Member Support Manager

🕒 May 9

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Arlo

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

⚕️ Healthcare Insurance

🤝 B2B

👥 HR Tech

💰 $4M Seed Round - Arlo on 2025-03

Healthcare Insurance • B2B • HR Tech

Arlo is a self-funded health plan and benefits platform for small and medium-sized businesses that delivers transparent, prevention-first health insurance with predictable pricing, zero-cost primary care and virtual urgent care, concierge support, and a mobile app to simplify administration for employers and brokers. It offers nationwide coverage in most states (excluding WA, NY, HI, DC, and OK), scales for teams of about 10–150 employees, and emphasizes upfront pricing, reduced claims denials, and year-over-year rate stability.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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.