Sr. Manager, Member Support

Function Health

1d

About The Position

The Senior Manager, Member Support will lead and operationally own the full frontline support organization, currently consisting of four Managers, two Leads, and ~60 Member Support Agents. You will provide strategic and people leadership to ensure Function delivers an exceptional, consistent, and scalable support experience across all channels—including SMS, phone, email, and live chat.

In this role, you will guide managers, optimize systems, and champion continuous improvement across workflows, quality, and member experience. You’ll serve as the connective tissue between frontline operations and cross-functional partners, ensuring support insights meaningfully inform product, operations, and company priorities. You will also support your managers’ development, helping them grow into stronger coaches, operators, and leaders.
This role is ideal for someone who thrives in fast-paced, high-growth environments, enjoys building scalable systems, and is deeply motivated by Function’s mission. If you are energized by leading leaders, solving operational challenges, and shaping a world-class member support organization, we’d love to meet you.

Requirements

• Proven experience leading multi-level support teams, including direct management of Managers or Leads
• Strong operational and analytical mindset, with comfort using data to drive decisions
• Ability to thrive in fast-paced, high-growth environments with shifting priorities
• Clear, empathetic communicator skilled at setting expectations and influencing partners
• Demonstrated ability to develop leaders and hold teams accountable to high performance
• Strong judgment and emotional intelligence when managing escalations or complex issues
• Excellent written and verbal communication aligned with Function’s brand voice

Responsibilities

• Manage and develop four Managers and two Leads, driving a consistent, high-performing team culture
• Coach Managers on leadership, feedback delivery, and performance management
• Ensure clear operating rhythms across teams
• Own org-wide performance across CSAT, SLAs, quality, productivity, and response times
• Diagnose team and workflow issues quickly and partner with Managers on corrective action
• Identify trends in member contacts and collaborate cross-functionally to address systemic issues
• Represent the voice of the member and support team in cross-functional initiatives and roadmap discussions

Benefits

• competitive salary and benefits package
• flexible working hours
• dynamic work environment where creativity and innovation are encouraged

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed