Member Experience & Activation Leader

wellthy; United States; Hybrid; USD 90,000 - 120,000; Full time

Job summary

Wellthy is seeking a Member Support and Activation Manager to lead a team of up to 15 Member Support Specialists across phone, chat and email, ensuring reliable coverage and a superior member experience.

You will coach, develop, and evaluate staff, coordinate scheduling with leadership, monitor performance, and guide responses to escalations, partnering with Care Operations and other teams. The role reports to the Director of Care.

Qualifications

• Experience leading a customer-support team.
• Ability to coach, develop, and manage performance.
• Strong scheduling and staffing experience.
• Experience with cross-functional collaboration.

Responsibilities

• Lead a team of up to 15 Member Support Specialists across phone, chat, and email.
• Ensure reliable coverage and a superior member experience.
• Coach, develop, and evaluate staff, and manage performance.
• Coordinate scheduling with leadership and monitor day-to-day performance.
• Guide escalations and collaborate with Care Operations and other teams.

Skills

People leadership

Coaching & development

Staff scheduling

Cross-functional collaboration

Customer support operations

Intercom reporting

Tools

Intercom

Job description

Wellthy is seeking a Member Support and Activation Manager to lead a team of up to 15 Member Support Specialists across phone, chat and email, ensuring reliable coverage and a superior member experience.

You will coach, develop, and evaluate staff, coordinate scheduling with leadership, monitor performance, and guide responses to escalations, partnering with Care Operations and other teams. The role reports to the Director of Care.