Director, Member Support

Foodsmart

Fully

Remote

CHF 120,000 - 132,000

Full time

5 days ago

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Benefits offered by this job

Remote-First Company

Unlimited PTO

Flexible & remote location

Healthcare Coverage (Medical, Dental,

Job summary

Foodsmart is seeking a Head of Member Support to define the vision, operating model, and multi-year roadmap aligned with growth. You will own staffing, forecast capacity, and the budget, and drive the adoption of AI, QA, and WFM tools to improve service quality.

You will lead a remote, high-volume support organization, coach leaders, manage cross-functional partnerships, and report performance to executive leadership, ensuring strong KPI outcomes.

Qualifications

8+ years in customer support or member services, including 4+ years leading teams.
Experience leading a remote, high-volume contact center.
Track record of building and scaling a support organization.
Strong command of support metrics and experience using them to drive results.
Experience deploying AI or automation in a support operation.
Experience in healthcare or a highly regulated industry with PII and PHI.
Familiarity with call center, ticketing, QA, and workforce management platforms.
Experience partnering with cross-functional teams and external partners.
Bachelor's degree or equivalent experience preferred.

Responsibilities

Define the vision, operating model, and multi-year roadmap for Member Support, aligned to Foodsmart's growth.
Own staffing and capacity model across Representatives, including forecasting, scheduling, and weekend coverage.
Build the business case for headcount, tools, and technology, and manage the department budget.
Evaluate and implement call center, ticketing, QA, and workforce management tools.
Oversee the roadmap and rapid adoption of AI in Member Support.
Lead, coach, and develop Member Support leaders, holding them accountable for team performance.
Set expectations, goals, and career paths for the department.
Oversee hiring, onboarding, and training for Representatives.
Define, track, and report on department KPIs.
Serve as an escalation point for complex member issues.
Partner with cross-functional teams and external partners to resolve issues.
Present Member Support performance and insights to executive leadership.
Identify process gaps and drive improvements.

Skills

Team leadership

Call center management

Performance metrics

AI in support

Healthcare industry experience

Cross-functional collaboration

Staffing & forecasting

Education

Bachelor's degree or equivalent

Tools

Call center software

Ticketing systems

QA tools

WFM tools

Job description

Define the vision, operating model, and multi-year roadmap for Member Support, aligned to Foodsmart's growth.
Own the staffing and capacity model across Representatives, including forecasting, scheduling, and coverage for evening and weekend hours.
Build the business case for headcount, tools, and technology, and manage the department budget.
Evaluate and implement call center, ticketing, QA, and workforce management tools.
Oversee the roadmap and rapid adoption of AI in Member Support.
Lead, coach, and develop Member Support leaders, holding them accountable for team performance.
Set expectations, goals, and career paths for the department.
Oversee hiring, onboarding, and training for Representatives.
Define, track, and report on department KPIs.
Serve as an escalation point for complex member issues.
Partner with cross-functional teams and external partners to resolve issues.
Present Member Support performance and insights to executive leadership.
Identify process gaps and drive improvements.

Experience

8+ years of experience in customer support or member services, including 4+ years leading teams.
Experience leading a remote, high-volume contact center.
Track record of building and scaling a support organization.
Strong command of support metrics and experience using them to drive results.
Experience deploying AI or automation in a support operation.
Experience in healthcare or a highly regulated industry with PII and PHI.
Familiarity with call center, ticketing, QA, and workforce management platforms.
Experience partnering with cross-functional teams and external partners.
Bachelor's degree or equivalent experience preferred.
Flexible availability to support later day shifts and occasional weekends.

Salary and Perks

Pay range: $145K - $160K