Team Lead, Member Support

Function Health
United States
Workplace: RemoteFull timeFunction: Administration & Executive AssistanceSkills: ["Communication","Interpersonal skills","Coaching","Accountability","Problem-solving"]

Lead day-to-day operations for a Generalist Member Support team of 10+ agents, ensuring high-urgency work is prioritized, assigned, and completed on schedule. Own real-time escalations (Tier 4), monitor performance signals, and drive formal coaching responses and critical error follow-up. Manage and develop MSAs and Senior MSAs with biweekly 1:1s and performance documentation, while partnering with the Sr. Manager on scheduling, quality themes, onboarding needs, and operational improvements.

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FursaFursa
Function Health
Function Health
4 days ago

Team Lead, Member Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Lead day-to-day operations for a Generalist Member Support team of 10+ agents, ensuring high-urgency work is prioritized, assigned, and completed on schedule. Own real-time escalations (Tier 4), monitor performance signals, and drive formal coaching responses and critical error follow-up. Manage and develop MSAs and Senior MSAs with biweekly 1:1s and performance documentation, while partnering with the Sr. Manager on scheduling, quality themes, onboarding needs, and operational improvements.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Own real-time execution across whole-team workflows, prioritizing, delegating, and ensuring tasks progress on schedule.
  • •Lead people management for MSAs and Senior MSAs, including biweekly 1:1s, performance documentation, and performance improvement plans.
  • •Serve as primary point of contact for real-time questions and escalations, fully owning Tier 4 escalations per the rotational system.
  • •Monitor daily performance signals, review coaching logs, and own formal coaching responses and follow-up on critical errors.
  • •Manage real-time staffing and scheduling with inbox and workload allocation, overtime activation, shift adherence tracking, and monthly scheduling process coordination with WFM.

Key Requirements

  • •Experience coaching, providing feedback, and holding individual contributors accountable, with end-to-end ownership of performance management.
  • •Strong real-time operational decision-making: assess situations quickly, prioritize effectively, and make confident workflow and staffing decisions.
  • •Ability to operate in fast-paced, high-volume environments while managing multiple priorities and maintaining performance under pressure.
  • •Excellent communication and interpersonal skills, including delivering expectations, feedback, and building trust with agents and the Sr. Manager.
  • •Comfort working within established processes and guardrails while using judgment to handle exceptions when they occur.
Experience:HealthcareAI
Skills:CommunicationInterpersonal skillsCoachingAccountabilityProblem-solving

Company Brief

Function Health
Function Health develops digital health solutions to support chronic disease management, delivering personalized care pathways, remote monitoring, and patient engagement tools to improve outcomes and reduce healthcare costs for people with long-term conditions.
Industry: HealthTech
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