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Member Support Representative Lead
Skills
Airline TicketingContact CentersFinanceHealthcareOpsRolloutShadowing
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience in a remote high-volume complex case management or care coordination environment
- Prior people-management team-lead or senior agent experience strongly preferred
- Experience in healthcare or another highly regulated industry preferred
- Familiarity with call center and ticketing platforms such as Zendesk preferred
- Reliable high-speed internet and a private secure quiet workspace
- Ability to work M-F 9AM-5PM PST with flexible later shifts and occasional weekends
- Must reside and work within the US
Nice to have
- People-first leader
- Clear communicator
- Empathetic
- Resilient
- Organized multi-tasker
- Accountable
- Collaborative
- Independent
- Transparent
- Quick thinker
Day to day
- Lead a team of Member Support Representatives with daily coaching, feedback, and performance management
- Oversee member support operations across eligibility benefits scheduling and food benefit access with empathy and accuracy
- Monitor service metrics quality and staffing coverage while resolving escalations and improving workflows
- Partner with cross-functional teams to troubleshoot complex issues and translate team trends into actionable leadership insights