Member Support Representative Lead

Foodsmart

United States

Remote

USD 60,000 - 75,000

Full time

37 hours ago

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Benefits offered by this job

Remote-First Company

Unlimited PTO

Flexible & remote location

Healthcare Coverage (Medical, Dental,

Vision)

Job summary

Foodsmart is hiring for a remote-first leadership role overseeing a team of Member Support Representatives. You will coach, onboard, and drive performance, balancing live calls and ticket handling while meeting SLAs in a healthcare-adjacent environment.

The role requires prior people-management experience, strong coaching skills, and proficiency with Zendesk or similar platforms. A private, quiet home workspace and reliable internet are essential.

Qualifications

Prior people-management or team-lead experience in remote settings.
Experience in healthcare or a highly regulated industry is preferred.
Familiarity with call center/ticketing platforms (e.g., Zendesk).
Strong communication and coaching abilities with data-driven mindset.
Ability to maintain a private, quiet workspace with reliable internet.

Responsibilities

Lead a team of Member Support Representatives with coaching and performance reviews.
Oversee onboarding and ongoing training, including live shadowing and ramp-up.
Set 30/60/90-day milestones and performance targets.
Ensure adherence to scheduling, staffing coverage, and service levels.
Identify coaching opportunities and address performance gaps.
Serve as escalation point for complex issues and collaborate cross-functionally.
Maintain documentation of team performance and process changes.
Balance live call coverage with ticket queue management.

Skills

People management

Coaching

Performance reviews

Remote work

Zendesk

Tools

Zendesk

Call center platforms

Job description

About:

Lead a team of Member Support Representatives, providing regular coaching, feedback, and performance reviews.
Lead onboarding and ongoing training, including live call shadowing and ticket-handling ramp-up.
Set clear expectations and hold team members accountable to 30/60/90-day milestones and ongoing performance targets.
Foster a collaborative, high-accountability team culture that balances empathy with resilience.
Monitor individual and team performance against key metrics, including call volume, ticket resolution, and quality/manager feedback.
Identify coaching opportunities and performance trends; proactively address gaps.
Ensure adherence to scheduling, staffing coverage (including evening and weekend needs), and service level expectations.
Complete consistent QA reviews with timely feedback and ongoing coaching.
Serve as the first point of escalation for member issues that exceed representative-level resolution.
Partner with cross-functional teams to resolve member and operational issues.
Communicate clearly and professionally with internal stakeholders, translating team-level trends into actionable insights.
Manage day-to-day team workflow, including balancing live call coverage with ticket queue management.
Identify process gaps or inefficiencies and recommend improvements to reduce escalations and missed-call volume.
Maintain accurate documentation of team performance, coaching notes, and process changes.

Experience:

Experience working in a remote, high-volume complex case manager or care coordinator environment, ideally in a lead, supervisor, or senior agent capacity.
Prior people-management or team-lead experience strongly preferred.
Ideally, experience in healthcare or another highly regulated industry.
Familiarity with call center and ticketing platforms (e.g., Zendesk) preferred.
Reliable high-speed internet access (minimum ~100 Mbps download / 20 Mbps upload) and a completely private, secure, quiet workspace.
Flexible availability, including the ability to work later day shifts and occasional weekends.

Salary and Perks:

Pay range: $60K - $75K