Company Overview:

Role:

Key Responsibilities:

• Develop a deep understanding of lab support processes; act as a Player Coach - leading by example, working tickets, and developing a high-performing team of member support agents.
• Manage team resourcing, shifts, and workload to effectively meet the needs of the business.
• Display adaptability in response to ever-evolving lab visit processes and business priorities.
• Own and manage team documentation, ensuring SOPs are comprehensive, clear, and actionable.
• Become an expert in Function’s member experience at the lab. Be obsessed with improving the overall experience and delivering a best-in-class service.
• Proactively identify and execute opportunities to streamline workflows or automate repetitive tasks. Possess a strong ability to work cross-functionally to enact improvements and solve problems that support the continued growth of the business.
• Learn and navigate internal tools and software, such as CRM systems and Google Sheets for daily operations.
• Demonstrate strong empathy skills towards both customers and team members.

Qualifications/Skills:

• 4+ years of experience in fast paced customer support roles, with 2+ years in a people management role.
• Proven ability to communicate goals, expectations, and feedback clearly to team members.
• Excellent written and verbal communication and execution of brand voice.
• Experience with healthcare technical systems as well as internal project management tools like Intercom, Notion, and basic analytics/reporting platforms

Nice to have items:

• Experience in health tech, SaaS, or other regulated industries
• Experience with labs or clinic
• Exposure to member-first product iteration and feedback loops

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: