Member Support Lead

Function Health

About The Position

The Member Support Lead plays a pivotal role in owning day-to-day team operations and acting as the operational point of contact (POC) between frontline agents and leadership (i.e. your manager and beyond). You will support a group of 10+ Member Support Agents (MSAs), including 2+ Senior MSAs, ensuring workflow efficiency, quality, and alignment with operational goals in real time. This role reports to the Manager of Member Support. As a Lead, you will guide task execution, make decisions on how work is prioritized and distributed, and ensure team performance meets expectations throughout the day. Leads additionally support Sr. MSAs on escalations, coaching moments, and critical errors. In addition to operational ownership, this role also carries direct people management responsibility for MSAs, including performance management, coaching, and development, with support and alignment from your Manager. This role is ideal for someone who thrives in fast-paced environments, can confidently make real-time decisions, has experience making operational calls quickly, and is energized by supporting both team performance and individual development. Note: Given our team is dispersed across various timezones and working days (Monday-Sunday), there could be a need as we continue to evolve this role to be available on weekends. More to come on this.

Requirements

Strong real-time operational decision-making skills Able to assess situations quickly, prioritize effectively, and make confident decisions that impact workflow, staffing, and member experience throughout the day.
Proven ability to manage and develop individual contributors Experience coaching, providing feedback, and holding team members accountable, with the ability to own performance management for (agents) MSAs end-to-end.
High ownership and accountability mindset Takes full responsibility for day-to-day team performance, workflow execution, and operational outcomes, with a strong bias toward action and problem-solving.
Ability to operate effectively in fast-paced, high-volume environments Comfortable managing multiple priorities simultaneously, shifting gears quickly, and maintaining focus under pressure.
Strong communication and interpersonal skills Able to clearly communicate expectations, deliver feedback in real time, and build trust with MSAs, Sr. MSAs, and leadership.
Coaching and feedback delivery skills Able to deliver both real-time and structured coaching in a way that is direct, constructive, and focused on improving performance and development.
Operational awareness and attention to detail Strong understanding of workflows, processes, and performance signals, with the ability to identify issues quickly and take action.
Ability to balance team support with accountability Supports team members through challenges while maintaining clear expectations and holding a high bar for performance and quality.
Comfort working within structure while exercising judgment Able to operate within defined processes and guardrails, while confidently making decisions when situations fall outside of standard expectations.
Excellent written and verbal communication skills, with strong execution of brand voice Ensures clear, consistent communication internally and externally, aligned with Function’s member experience standards.

Responsibilities

Operational Oversight Oversee daily team workflows, ensuring tasks are appropriately delegated and progressing on schedule — with a focus on high-urgency, high-impact work. Serve as the real-time point of contact for escalations and issue triage, and ensure consistent adherence to operational processes.
Agent Support & Coaching Deliver timely feedback and coaching to Sr. MSAs to address performance gaps, and provide guidance on complex member situations. Meet regularly (weekly or biweekly) with Sr. MSAs for peer mentorship, maintaining detailed documentation of touchpoints and performance signals in alignment with the Manager.
Team Leadership & Performance Management Monitor and document team performance signals, escalating patterns or concerns to the Manager. Own performance management for MSAs — including performance documentation, evaluations, and improvement plans — and conduct biweekly 1:1s at minimum. Collaborate closely with the Manager on Sr. MSA performance.
Resource Planning & Operations Partner with Workforce Management (WFM) to support scheduling and workload distribution, ensuring appropriate day-to-day staffing. Track shift adherence, coach to address issues, and make real-time decisions on how to deploy team resources within established guidelines.
Quality & Standards Work closely with Sr. MSAs to uphold QA processes, coaching practices, and critical error review. Reinforce KPIs, quality expectations, and member experience standards, and surface key themes and insights to Manager and leadership.
Operational Feedback & Collaboration Identify workflow inefficiencies, documentation gaps, and tooling opportunities, and surface them to the Manager for prioritization. Assist in identifying agent development and training needs.
Team Culture Foster a positive, accountable, and collaborative team environment aligned with Function's mission and values. Lead the weekly all-team meeting and co-facilitate the Sr. MSA team meeting with the Manager.

Benefits

We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged.

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