Team Lead, Member Support

Function Health•Canada, KS

About The Position

Function Health is seeking a Team Lead, Member Support to manage day-to-day team operations and serve as the primary operational point of contact between frontline agents and Member Support leadership. This role 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. The Team Lead will guide task execution, prioritize and distribute work, and ensure team performance meets expectations. They will support Senior MSAs with escalations, coaching, and critical errors, while also holding direct people management responsibility for MSAs and Senior MSAs, including performance management, coaching, and development. This position reports directly to the Sr. Manager of Member Support. The ideal candidate thrives in fast-paced environments, makes confident real-time decisions, has experience with quick operational calls, and is energized by supporting both team performance and individual development. Due to the nature of Member Support operating across various time zones and days (Monday–Sunday), this role will periodically require weekend and/or holiday on-call coverage on a rotating basis.

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, including senior contributors: Experience coaching, providing feedback, and holding team members accountable, with the ability to own performance management for both MSAs and Sr. 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 the Sr. Manager.
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.
Ability to work Monday–Friday.
Ability to support periodic weekend and holiday on-call coverage on a rotating basis.

Nice To Haves

Availability in the later afternoon/early evening is preferred.

Responsibilities

Lead day-to-day operations, owning real-time execution across whole-team workflows, ensuring tasks are prioritized, delegated, and progressing on schedule, especially high-urgency or high-impact items.
Hold yourself and Sr. MSAs accountable to proactive, real-time support to ensure member support excellence.
Own people management and development, holding biweekly 1:1s with direct reports (MSAs and Senior MSAs) focused on performance, coaching, and development.
Own end-to-end performance documentation, evaluations, and performance improvement plans for both MSAs and Senior MSAs.
Serve as the point of contact for real-time questions, escalations, and issue triage from Senior MSAs, fully owning Tier 4 escalations per the team's rotational system.
Drive team performance by monitoring performance signals daily, reviewing the coaching log, and owning formal coaching responses and critical error follow-up.
Own real-time staffing and scheduling, managing day-to-day workload allocation, monitoring inboxes, activating overtime, redistributing coverage based on volume, and tracking shift adherence.
Own the monthly scheduling process end-to-end, keeping schedules accurate as changes occur, in partnership with WFM.
Ensure quality and standards by partnering with Senior MSAs who conduct QA reviews to ensure findings are actioned consistently, and regularly communicating quality themes back to the team.
Support onboarding and training by helping identify training needs and development opportunities, and partnering with the Sr. Manager on prioritization.
Identify and drive improvements by proactively analyzing trends and contributors to inbox health and volume, surfacing operational insights and workflow, documentation, and tooling opportunities to the Sr. Manager.
Build team culture by owning the weekly team meeting with MSAs and Senior MSAs and the monthly Senior MSA-only meeting with other team leads, fostering a positive, collaborative environment.