Disruptive
Care
Consumer
Connection &Director, Member Support
Function Health
Customer Service
United States · Remote
Posted on May 15, 2025
Director, Member Support
US - Remote
Operations
Remote
Full-time
Company Overview:
Function was founded with a singular focus: empower you to live 100 healthy years. We’re doing that by using the best available technology to make sure people don't suffer or die a preventable death. Function has been recognized as one of Fast Company’s Most Innovative Companies of 2024 and is venture-backed by Andreessen Horowitz (a16z).
Hundreds of thousands of members have joined Function to take control of their health. We are growing our team and seeking out world-class talent that deeply believes in our mission to positively impact global health and have a relentless bias toward action and a growth mindset. Function fosters a collaborative and dynamic environment where, every day, we are building the future.
Role:
We are seeking a bold and strategic Director of Member Support to join our team. You will work on our Operations team to help Function transition from a scrappy startup to a globally recognized consumer brand. You will design and implement a world-class support structure capable of serving millions of members with excellence, empathy, and speed.
In this high-impact, high-visibility role, you will partner closely with leadership to evolve the current team structure into a fully developed, global team. You’ll be the architect behind our support organization, driving org design, KPI development, process optimization, and channel expansion.
This is a rare opportunity to build the future of member experience at a company poised to grow exponentially. We're looking for someone who’s done it before—ideally more than once—and wants to grow with us for the next 5+ years. In addition, you approach growth strategically, leaning into AI adoption on all fronts.
This is a role ideal for someone who thrives in fast-paced, growth-oriented environments and has a strong background in organization scale within household brands. As an early member of our team, your contributions will play a critical role in shaping the future of our member experience as we scale from currently thousands of members to millions.
Key Responsibilities:
Design and Scale with Delight: Lead the global scale of our Concierge organization.
Org Architecture: Build and manage a support team org chart, with a focus on engaging agent culture, manager development and succession planning.
Strategy & Execution: Operate strategically by owning KPIs, designing systems, and continuously advocates for how Support can enhance the overall member experience and strengthen Function Health’s brand at every touchpoint.
Channel Expansion: Expand support offerings beyond email and chat to include phone and further expansion of our AI-enabled support, ensuring exceptional scalable multichannel experiences.
Infrastructure and Systems: Optimize current tooling (Intercom or similar) and guide future system migrations with an AI forward mindset.
Member-Centered Innovation: Drive proactive strategies that improve NPS, reduce resolution time, and deepen member engagement.
Cross-functional Influence: Collaborate closely with Product, Engineering, Operations, and Clinical teams to surface member feedback and scale solutions.
Global Readiness: Design operations that can support international members with 24/7 availability, multilingual support, and robust escalation pathways.
Data & KPI Leadership: Build dashboards, set team metrics, and drive continuous improvement via a data-informed approach.
Qualifications/Skills:
- 10+ years of experience in a Customer Success leadership position in high-growth tech companies. Digital health experience is nice to have, not required.
- Demonstrated experience building and managing a global CX function.
- Data driven, empathic leader who has a track record leading high performing and highly engaged teams.
- AI proficiency is required.
- Known for their critical thinking, willingness to challenge assumptions, and commitment to ongoing professional development.
- Excellent communication, stakeholder management, and organizational skills.
- Bachelor's degree required; advanced degree (MBA, MPH, etc.) preferred.
To be a strong fit, you embody our Core Values:
- Ruthless Prioritization:
- We don’t let perfect get in the way of progress.
- We move quickly to drive value, not perfection.
- We prioritize what drives impact.
- We never compromise on standards of excellence.
- Member-First, Always:
- We design and deliver like we’re caring for someone we love.
- We create clear, actionable, human experiences.
- We prioritize responsiveness, peace of mind, and outcomes.
- We empower members with truth, clarity, and care.
- One Team, Moving Fast:
- We are aligned in purpose, prioritization, and speed.
- We gather diverse perspectives to make informed decisions.
- We clear paths for each other and move fast together.
- We communicate clearly and respectfully, rallying around shared goals.
- Radical Ownership, Relentless Execution:
- We don’t just ship—we own outcomes and drive results.
- We act with urgency and precision.
- We anticipate, initiate, and follow through.
- We meet challenges with grit and pragmatism.
- We embrace new tech to deliver better outcomes.
- Mission Over Ego:
- We are ruthlessly aligned to our mission—and leave ego at the door.
- We disagree and commit.
- We don't tolerate politics or withholding information.
- We operate with honesty, transparency, and respect.
- Sustained Integrity in Every Detail:
- We earn trust by obsessing over accuracy, quality, and clarity in everything we do.
- We prioritize clinical precision—data must be right.
- We sweat the details because outcomes depend on them.
Why You'll Love Working With Us:
We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged. If you are a highly motivated and experienced individual who is passionate about using technology to improve people’s lives, we would love to hear from you.
Join the Function Health team and become a part of our mission to revolutionize healthcare. Work with us to make a difference in the lives of thousands, ensuring a healthier future for all. Discover more about us and how we're changing the face of healthcare at Function Health.
At Function, we celebrate diversity and are committed to building an inclusive and equitable workforce. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, sex (including gender identity and sexual orientation), national origin, age, disability, veteran status, marital status, ancestry, or any other characteristic protected by applicable law.
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Req ID: R100