Member Support Representative Lead

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $60k - $75k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Foodsmart

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

🧘 Wellness

🏪 Marketplace

Healthcare Insurance • Wellness • Marketplace

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. • Monitor individual and team performance against key metrics, including call volume, ticket resolution, and quality/manager feedback. • Serve as the first point of escalation for member issues that exceed representative-level resolution. • Manage day-to-day team workflow, including balancing live call coverage with ticket queue management.

🎯 Requirements

• 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) and a completely private, secure, quiet workspace. • Flexible availability, including the ability to work later day shifts and occasional weekends.

🏖️ Benefits

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