Team Lead, Member Support

Function Health; Canada; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Flexible working hours

Inclusive workplace

Job summary

Function Health in Canada is seeking a Team Lead, Member Support to manage 10+ MSAs and 2+ Senior MSAs, guiding daily operations and real-time decision-making. You will coach, develop, and performance-manage the team, oversee escalations, and coordinate with WFM on scheduling.

This role requires strong communication, a proactive mindset, and a metrics-driven approach to deliver exceptional member experiences. The position may require weekend/on-call coverage and aligns with our core values.

Qualifications

• Experience making real-time operational decisions to optimize workflows.
• Proven ability to coach and develop individual contributors.
• Strong ownership mindset with bias toward action.
• Thrives in fast‑paced, high‑volume environments.
• Excellent written and verbal communication aligned with brand voice.

Responsibilities

• Lead real-time day-to-day team operations and prioritize tasks.
• Manage people development, biweekly 1:1s and performance plans.
• Own escalation management and QA for the team.
• Drive staffing, scheduling, and workload allocation with WFM.
• Ensure quality standards and regular coaching follow-ups.
• Support onboarding and training needs with leadership.
• Identify operational improvements and report insights.
• Foster a positive team culture aligned with Function's values.

Skills

Real-time decision-making

People management

Ownership mindset

Fast-paced environment

Communication skills

Coaching delivery

Operational awareness

Accountability

Structured judgment

Job description

Company Overview:

Function Health is the AI operating system for health, designed to empower people to live 100 healthy years. We are redefining how individuals understand, measure, and improve their health by moving beyond the limitations of traditional care and enabling comprehensive, continuous insight into human biology. Function has been recognized as one of Fast Company’s Most Innovative Companies of 2024, and is venture-backed by Redpoint and other leading venture firms. Over half a million members have joined Function to take control of their health.

Through comprehensive lab testing, MRI and CT imaging, longitudinal data, and guidance from AI and clinical teams, Function gives members a complete and continuous view of their health — and the clarity to act on it. Through acquisitions across imaging, mobile phlebotomy, and supplement tracking and optimization, Function is building an integrated health platform that spans the full path from testing to health clarity to daily action.

Function recently announced a $298M Series B and is entering its next chapter of growth. As we scale, the quality and durability of our People systems, data, and insights will directly shape our ability to attract, retain, and support exceptional talent.

We are growing our team and seeking out world‑class talent that deeply believes in our mission to positively impact global health, has a relentless bias toward action, and a growth mindset. Function fosters a collaborative and dynamic environment where every day we build the future.

Role:

We are seeking a Team Lead, Member Support to own day‑to‑day team operations and act as the primary operational point of contact between frontline agents and Member Support leadership on our Generalist team. You 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. This position oversees their own teams, alongside 3 other team leads who do the same.

As a Team Lead, you will guide task execution, decide how work is prioritized and distributed, and ensure team performance meets expectations throughout the day. You'll support Senior MSAs on escalations, coaching moments, and critical errors, while carrying direct people management responsibility for MSAs and Senior MSAs — including performance management, coaching, and development. This role reports directly to the Sr. Manager of Member Support, who provides strategic guidance, calibration support, and partnership on planning and cross‑functional work.

This role is ideal for someone who thrives in fast‑paced environments, can confidently make real‑time decisions, has experience making operational calls quickly, and is energized by supporting both team performance and individual development.

Given that Member Support operates across various time zones and days (Monday–Sunday), this role will periodically require weekend and/or holiday on‑call coverage on a rotating basis, assigned in advance per quarter.

Key Responsibilities:

• Lead Day-to-Day Operations: Own real‑time execution across whole‑team workflows, ensuring tasks are prioritized, delegated, and progressing on schedule — especially anything high‑urgency or high‑impact. In addition to holding yourself and Sr. MSAs accountable to proactive, real‑time support to ensure member support excellence.
• Own People Management & Development: Hold biweekly 1:1s (minimum 20–30 minutes) with every direct report — both MSAs and Senior MSAs — focused on performance, coaching, and development. Own end-to-end performance documentation, evaluations, and performance improvement plans for both levels, keeping the Sr. Manager informed on agent‑level performance and aligned during your own biweekly 1:1.
• Own Escalation Management: 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: Monitor performance signals daily, review the coaching log, and own formal coaching responses and critical error follow‑up when a pattern continues past informal coaching.
• Own Real-Time Staffing & Scheduling: Manage day‑to‑day staffing and 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 & Standards: Partner with Senior MSAs who conduct QA reviews to ensure findings are actioned consistently, and regularly communicate quality themes — wins and areas of concern — back to the team.
• Support Onboarding & Training: Help identify training needs and development opportunities, and partner with the Sr. Manager on prioritization.
• Identify & Drive Improvements: Proactively analyze trends and contributors to inbox health and volume, surfacing operational insights and workflow, documentation, and tooling opportunities to the Sr. Manager regularly.
• Build Team Culture: Own the weekly team meeting with MSAs and Senior MSAs and the monthly Senior MSA‑only meeting with the other team leads, fostering a positive, collaborative environment aligned with Function's mission and values.

Qualifications/Skills:

• 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.
• Additional: Ability to work Monday–Friday. This opening is ideally suited for someone with availability in the later afternoon/early evening (not required, but preferred). Ability to support periodic weekend and holiday on‑call coverage on a rotating basis.

To be a strong fit, you embody our Core Values:

• Ruthless Prioritization:
  • We don’t let perfect get in the way of progress.
  • We move quickly to drive value, not perfection.
  • We prioritize what drives impact.
  • We never compromise on standards of excellence.
• Member-First, Always:
  • We design and deliver like we’re caring for someone we love.
  • We create clear, actionable, human experiences.
  • We prioritize responsiveness, peace of mind, and outcomes.
  • We empower members with truth, clarity, and care.
• One Team, Moving Fast:
  • We are aligned in purpose, prioritization, and speed.
  • We gather diverse perspectives to make informed decisions.
  • We clear paths for each other and move fast together.
  • We communicate clearly and respectfully, rallying around shared goals.
• Radical Ownership, Relentless Execution:
  • We don’t just ship— we own outcomes and drive results.
  • We act with urgency and precision.
  • We anticipate, initiate, and follow through.
  • Mission Over Ego:
    • We are ruthlessly aligned to our mission—and leave ego at the door.
    • We disagree and commit.
    • We don't tolerate politics or withholding information.
    • We operate with honesty, transparency, and respect.
  • Sustained Integrity in Every Detail:
    • We earn trust by obsessing over accuracy, quality, and clarity in everything we do
    • We prioritize clinical precision—data must be right.
    • We sweat the details because outcomes depend on them.

  Why You’ll Love Working With Us:

  We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged. If you are a highly motivated and experienced individual who is passionate about using technology to improve people’s lives, we would love to hear from you.

  At Function, we celebrate diversity and are committed to building an inclusive and equitable workforce. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, sex (including gender identity and sexual orientation), national origin, age, disability, veteran status, marital status, ancestry, or any other characteristic protected by applicable law.

  Join the Function Health team and become a part of our mission to revolutionize healthcare. Work with us to make a difference in the lives of thousands, ensuring a healthier future for all. Discover more about us and how we’re changing the face of healthcare at Function Health.

  Important Notice: Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com. Function Health will never request personal information such as banking details or payment during the hiring process. Please be cautious of communications or job offers that come from other email domains, instant messaging platforms, or unsolicited calls. If you ever have doubts about the legitimacy of a communication, please reach out to us directly at [e-mail].