Remote Member Support Team Lead

Justremote; United States; Remote; USD 60,000 - 75,000; Full time

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

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.