Member Support Representative – Lead

🕒 July 2

🇺🇸 United States – Remote

💵 $60k - $75k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 31%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Foodsmart

WebsiteLinkedInAll Job Openings

51 - 200 employees

🍽️ Food & Beverage

🏥 Healthcare

⚕️ Healthcare Insurance

Food & Beverage • Healthcare • Healthcare Insurance

Foodsmart is a company focused on providing personalized nutrition support and affordable food care through the guidance of registered dietitians. It offers tools such as meal planning, food delivery via partnerships with Instacart, Grubhub, and Walmart, and a food marketplace that helps users save money on groceries. Foodsmart also works with health plans to offer nutrition services to its members, often at no extra cost.

📋 Description

• Lead a team of Member Support Representatives, providing regular coaching, feedback, and performance reviews • Lead onboarding and ongoing training, including live call shadowing and ticket-handling ramp-up • Set expectations and hold team members accountable to 30/60/90-day milestones and ongoing performance targets • Foster a collaborative, high-accountability team culture • Monitor individual and team performance against call volume, ticket resolution, and quality/manager feedback metrics • Identify coaching opportunities and performance trends; proactively address gaps • Ensure adherence to scheduling, staffing coverage, service-level expectations, and evening/weekend needs • Complete QA reviews with timely feedback and ongoing coaching • Serve as the first point of escalation for complex member issues • Partner with CDE, Food Ops, Clinical Ops, Referrals, and other cross-functional teams • Communicate team-level trends and actionable insights to leadership • Manage team workflow across live call coverage and ticket queue management • Identify process gaps and recommend improvements • Maintain documentation of team performance, coaching notes, and process changes • Adapt to new processes and implementations in real time

🎯 Requirements

• Must be able to work M-F 9AM-5PM PST • Candidates must reside in and work within the US • Experience working in a remote, high-volume complex case manager or care coordinator environment, ideally in a lead, supervisor, or senior agent capacity • Prior people-management or team-lead experience strongly preferred • Ideally, experience in healthcare or another highly regulated industry (e.g., finance/payments processing) • Familiarity with call center and ticketing platforms (e.g., Zendesk) preferred • Reliable high-speed internet access (minimum ~100 Mbps download / 20 Mbps upload) • A completely private, secure, quiet workspace • Flexible availability, including the ability to work later day shifts and occasional weekends • Ability to provide coaching, feedback, performance reviews, onboarding, training, quality monitoring, escalations, and workflow management

🏖️ Benefits

• Remote-First Company • Unlimited PTO • Flexible & remote location • Healthcare Coverage (Medical, Dental, Vision) • 401k & bonus • Registered Dietitian Sessions

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