USD per year
Company Overview: Function Health is an AI operating system for health aimed at empowering people to live 100 healthy years. It focuses on proactive, data-driven insights into human biology. The company is recognized as one of Fast Company’s Most Innovative Companies of 2024 and is venture-backed by Andreessen Horowitz (a16z). It recently announced a $298M Series B funding round. Role: The Member Support Lead owns day-to-day team operations and acts as the operational point of contact between frontline agents and leadership. Responsible for supporting a group of 10+ Member Support Agents (MSAs), including 2+ Senior MSAs, ensuring workflow efficiency, quality, and alignment with operational goals. Reports to the Manager of Member Support. Responsibilities include guiding task execution, prioritizing work, supporting Sr. MSAs on escalations and coaching, and direct people management including performance management and development. Qualifications/Skills:
- Strong real-time operational decision-making skills
- Proven ability to manage and develop individual contributors
- High ownership and accountability mindset
- Ability to operate effectively in fast-paced, high-volume environments
- Strong communication and interpersonal skills
- Coaching and feedback delivery skills
- Operational awareness and attention to detail
- Ability to balance team support with accountability
- Comfort working within structure while exercising judgment
- Excellent written and verbal communication skills aligned with brand voice
Core Responsibilities:
- Operational Oversight: Oversee daily workflows, delegate tasks, handle escalations.
- Agent Support & Coaching: Provide feedback/coaching to Sr. MSAs; maintain documentation.
- Team Leadership & Performance Management: Monitor/document team performance; own performance management for MSAs; conduct biweekly one-on-ones.
- Resource Planning & Operations: Partner with Workforce Management for scheduling; track shift adherence; make real-time resource deployment decisions.
- Quality & Standards: Uphold QA processes; reinforce KPIs and member experience standards.
- Operational Feedback & Collaboration: Identify workflow inefficiencies; assist in training needs identification.
- Team Culture: Foster positive team environment aligned with company mission; lead meetings.
Core Values to Embody: Ruthless Prioritization, Member-First Always, One Team Moving Fast, Radical Ownership Relentless Execution, Mission Over Ego, Sustained Integrity in Every Detail.
Function Health is a healthcare technology company focused on empowering individuals to live 100 healthy years by providing deep awareness of their health through routine whole-body lab testing, advanced imaging, and access to top doctors. The company aims to remove complexity in healthcare, place exponential health technology in users' hands, and prioritize privacy. It is mission-driven to democratize proactive health management and enable people to avoid disease and feel their best.
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