Member Support Manager

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

Why Wellthy is for you!

At Wellthy , we dream of a world where everyone has the care infrastructure they need to manage their own health and the health and well-being of their loved ones.

We're building something new in the care space - reimagining how care is delivered, accessed, and supported by families around the globe. As we grow, we're seeking collaborative, curious, and purpose-driven teammates to help us expand what's possible.

Our work is grounded in the expertise of seasoned care professionals who deeply understand families' real challenges paired with agile, tech-powered solutions that deliver support efficiently and at scale. We embrace a mindset of continuous learning, especially around emerging technologies. Tools like AI and other innovations are accelerators, enabling us to scale our impact, work smarter, and stay at the forefront of care delivery.

Through Wellthy, millions of families have access to support to help them manage care during every stage of life, with hands-on experts guiding families through caregiving or backup care journeys. And with the acquisition of Patch Caregiving, Wellthy continues to expand how care shows up for working families by pairing care navigation and coordination with on-site and near-site employer-based childcare. This combination allows us to support families not just in navigating care decisions, but in accessing real, hands-on help when and where they need it most. Together, we're building a more connected, comprehensive care experience for families and caregivers alike.

We partner with leading companies including more than 40 Fortune 500 companies to support the care needs of their workforces globally. We also work alongside health plans and carriers to embed care support into their offerings, enhancing the experience and outcomes for members.

We're building, evolving, and expanding the market category for care, and we're looking for responsive, collaborative, curious, and purposeful colleagues to join us.

As the Member Support and Activation Manager , you will lead a team of Member Support Specialists who help members across every Wellthy service, every day, via phone, chat and email. You'll be responsible for running and maintaining a high-performing team, ensuring consistent and reliable coverage, coaching and developing team members, pulling reporting from member conversational tools like Intercom, and overseeing the processes and workflows that help the team deliver an exceptional member experience.

First and foremost, you're a people leader. Wellthy is growing rapidly, including across our member activation and support functions, and your job is to build a strong, cohesive team, connect everyone to shared goals, and help team members grow and succeed as the organization evolves. You'll set clear expectations, provide regular coaching and feedback, and foster a culture of accountability, collaboration, and care.

You're also a hands-on leader who understands the realities of a busy member support environment. You'll provide guidance and support during periods of high demand, help coordinate responses to complex member situations, and work closely with leaders across Member Activation, Care Operations, and other teams to ensure members receive timely, high-quality support. You'll also help strengthen the team's scheduling, processes, and workflows to create a more resilient and consistent support operation.

You will report directly to the Director of Care.

To be successful in this role:

People Leadership

• Lead, coach, and develop a team of up to 15 Member Support Specialists, including regular 1:1s, performance reviews, ongoing feedback, and formal performance management when needed.
• Build a strong, collaborative team culture grounded in a shared commitment to delivering an exceptional member experience, and clear communication.
• Set clear performance expectations and help team members succeed through individualized coaching, professional development, and recognition of strong performance.
• Support hiring, onboarding, training, and ongoing development of team members, ensuring the team has the knowledge, resources, and guidance to succeed in their roles.
• Foster strong communication and collaboration across shifts, helping team members feel connected, informed, and supported regardless of when they work.

Operations & Coverage

• Oversee team scheduling and coverage across Wellthy's support hours, working with leadership to anticipate staffing needs, address coverage gaps, and plan for changes in member demand.
• Monitor day-to-day team performance and support volumes, adjusting staffing and resources to maintain reliable coverage and timely member responses.
• Provide hands-on guidance and support to specialists during periods of high demand, assisting with member interactions and escalations when appropriate.
• Support any escalations that stem from complex member situations, working with cross-functional partners to resolve issues and coord