Disruptive
Care
Consumer
Connection &Manager, Member Support
Function Health
Administration, Customer Service
United States · Remote
Posted on Nov 6, 2025
Manager, Member Support
US - Remote
Member Success
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, has 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 looking for a Member Support Team Manager who will be responsible for leading a team of skilled support agents. You will oversee a team dedicated to providing comprehensive support to members over SMS, phone, email, and live chat. As team manager, you will lead by example, monitor key performance indicators, and implement process improvements. You’ll also play a leadership role within the broader Member Success team - fostering a positive work culture focused on delivering value and building trusted, long-term member relationships. When challenges arise, you will actively engage in problem-solving, collaborate with team members, and seek input to identify root causes and implement effective solutions.
This role is best suited for those energized by fast-paced environments, excited to build in a high-growth setting, and deeply motivated by our mission at Function. If you're looking for meaningful challenges, dynamic work, and the opportunity to make a real impact—we’d love to meet you.
To ensure seamless support for our members and internal teams, this role operates within an 8:00 a.m. – 9:00 p.m. EST coverage window, including one weekend day as part of the regular schedule.
Key Responsibilities:
- Oversee daily team operations, ensuring alignment, accountability, and completion of assigned tasks across lead, senior, and agent levels.
- Drive performance excellence by coaching and holding the team accountable to KPIs, SLAs, and quality standards.
- Mentor and develop skills in leads and senior level agents fostering skill growth, leadership readiness, and continuous improvement.
- Report and analyze KPIs as well as customer contact trends.
- Manage team capacity, scheduling, and workload in partnership with Workforce Management to ensure optimal coverage and alignment with business needs.
- Proactively identify and implement process improvements, streamlining workflows and automation to drive efficiency and scalability.
- Collaborate cross-functionally to enact improvements and solve problems that support the continued growth of the business.
Qualifications/Skills:
- 4+ years of experience in fast paced customer support roles, with 2+ years in a people management role.
- Flexible and adaptable, with the ability to quickly pivot priorities and maintain momentum in a dynamic environment.
- Ability to communicate goals, expectations, and feedback clearly to team members.
- Experience with healthcare technical systems a plus as well as internal project management tools like Intercom, Notion, and basic analytics/reporting platforms.
- Ability to navigate ambiguity, prioritize competing priorities, and execute with minimal direction.
- Able to balance business and team priorities whilst holding your leaders and team accountable to their goals and expectations.
- Excellent written and verbal communication and execution of brand voice.
- Experience partnering with BPO teams is a plus.
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.
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.
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.
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Req ID: R215