Senior Member Success Associate, Social

🔥 4 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 15%

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Function Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2022

🏥 Healthcare

👥 B2C

🔥 Funding within the last year

💰 $450M Debt Financing on 2026-07

Healthcare • B2C

Function Health is a consumer-focused healthcare company that provides comprehensive, subscription-based diagnostic testing and imaging services. For $365/year it offers 160+ lab tests (performed at 2,000+ labs or via mobile phlebotomy) and access to MRI/CT imaging, with results explained by physicians and supported by AI and tools to share with clinicians. The service is HSA/FSA-eligible and emphasizes early detection and longitudinal monitoring of hundreds to thousands of conditions through recurring testing and clinician interpretation.

📋 Description

• Respond to, resolve, and appropriately route inbound interactions across Function's public-facing social channels • Handle member support, prospective member and audience engagement, brand engagement, and reputation management cases • Navigate nuanced or ambiguous cases and determine when independent resolution or escalation is appropriate • Provide reliable coverage during increased volume, team PTO, or other coverage gaps • Exercise judgment around tone, accuracy, brand voice, member privacy, and sensitive health-related conversations • Operate with elevated autonomy in the response queue and require less manager review as trust is demonstrated • Support QA reviews of team responses and reinforce voice, case-handling standards, and SOPs • Identify recurring quality, tone, or judgment patterns and surface them to the Social Response Manager • Strengthen playbooks and documentation when recurring situations reveal guidance gaps • Take on greater ownership of the approval queue, including sign-off on team responses as appropriate • Serve as a trusted resource for MSAs navigating difficult cases, tooling questions, or unfamiliar situations • Provide peer-level coaching on case handling, judgment, tone, and playbook application • Support onboarding and training for new MSAs through shadowing, practice, and knowledge sharing • Serve as a subject-matter expert on Sprout Social, Intercom, and internal admin tools • Troubleshoot tooling and workflow issues and identify ways to reduce manual work • Partner with the Social Response Manager on team initiatives, operational improvements, and projects • Identify process gaps and turn them into documentation, workflows, or scalable solutions • Scope projects, maintain timelines, track progress, and proactively surface risks or blockers • Coordinate with Brand, Community Management, Member Support, and other teams on shared initiatives • Represent the Social Response Team in cross-functional project work • Use AI and automation thoughtfully to improve drafting, QA, documentation, and team efficiency while maintaining human judgment and Function's voice

🎯 Requirements

• 3+ years of experience in member or customer success, operations, client services, social media/community management, or a related field • Demonstrated excellence in member-facing or customer-facing case handling, with strong judgment around tone, quality, and escalation • Ability to independently navigate nuanced situations where an established macro or playbook may not provide the answer • Strong working knowledge of Sprout Social and Intercom, including the ability to troubleshoot workflows and help others use the platforms effectively • Excellent written communication and ability to adapt voice and tone across social responses, sensitive member interactions, internal documentation, and project updates • Experience providing peer coaching, QA, training, or mentorship without formal managerial authority • Strong operational instincts and ability to identify patterns, process gaps, and workflow improvements • Ability to organize and move projects forward across multiple stakeholders, priorities, and deadlines • Comfort operating in a fast-moving, high-growth environment • Strong proficiency with Slack, Google Workspace, Notion, Asana, or similar platforms • Experience using AI tools such as Claude, ChatGPT, or Sprout Social's AI capabilities for drafting, QA, research, documentation, or workflows • East Coast working hours preferred (8am–6pm EST) • Tuesday–Saturday weekly schedule • Periodic on-call coverage on weekends and/or holidays on a rotating schedule • Previous experience mentoring, training, or onboarding teammates is nice to have • Experience writing for social media, community, or a consumer-facing brand is nice to have • Experience supporting members or customers in healthcare, health tech, wellness, or another high-trust consumer environment is nice to have • Experience creating SOPs, playbooks, training materials, or project documentation is nice to have • Experience identifying opportunities for automation or AI-enabled workflow improvements is nice to have

🏖️ Benefits

• Competitive salary and benefits package • Flexible working hours • Dynamic work environment where creativity and innovation are encouraged

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