Member Support Manager

Job not on LinkedIn

🔥 11 minutes ago

🇺🇸 United States – Remote

💵 $75k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Wellthy

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

💰 $25.5M Venture Round on 2023-05

Healthcare • Healthcare Insurance • Wellness

Wellthy is a company that provides personalized care solutions aimed at helping families, employees, employers, and health plans manage various caregiving needs. They offer dedicated support from a team of experts in social work, patient advocacy, nursing, and more, helping families navigate complex healthcare systems, manage care needs across various life stages—from family planning and childcare to aging, dementia, and end-of-life care. Wellthy leverages both human expertise and technology to achieve better mental health outcomes, increase productivity, and reduce employee leave for their clients. They focus on delivering a supportive care experience and achieving a high return on investment for employers by assisting with caregiving tasks and supporting family caregivers through various tools and community resources.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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

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