Disruptive
Care
Consumer
Connection &Member Experience Associate, VIP Customer Success
Function Health
Sales & Business Development, Customer Service
United States · Remote
Posted on Nov 14, 2025
Member Experience Associate, VIP Customer Success
US - Remote
Ezra - Operations
Remote
Full-time
Company Overview:
About Function & Ezra
Function Health was founded with a singular focus: empower you to live 100 healthy years. We’re doing that by using the best available technology to ensure 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.
In 2025, Function acquired Ezra, the leading provider of MRI screening for early cancer detection. Ezra pioneered accessible, AI-enhanced MRI imaging to help people catch cancer and other diseases at their earliest, most treatable stages. By bringing Ezra into Function’s ecosystem, we’re combining world-class screening with advanced lab testing and cutting-edge technology — creating the most comprehensive preventive health platform on the market.
Our Mission at Ezra
Our mission at Ezra is to detect cancer early for everyone in the world. We offer a direct-to-consumer cancer screening service that leverages MRI and Artificial Intelligence to make cancer screening fast, accurate, and affordable. We are fully operational in multiple states such as New York, California, and Florida with an MRI-based screening program covering 13 organs.
We believe in empowering people to be proactive with their health decisions. Our members sign up for an Ezra, visit a partner imaging center to get an MRI scan, and receive a comprehensive screening report within 7-10 days.
Your Mission
As an Operations Member Experience Associate at Ezra, you will play a key role in delivering a best-in-class experience for every member, VIP, and partner. You’ll be responsible for helping ensure member satisfaction, supporting high-value VIP and influencer members, and assisting employer and physician partners with operational needs. This position is highly customer-facing and requires exceptional interpersonal skills to influence positive outcomes, resolve complex member concerns, and create memorable experiences that drive loyalty and referrals.
You’ll be part of a mission-driven, fast-paced team that thrives on empathy, accountability, and curiosity. You’ll collaborate with teams across Ezra—from Care and Marketing to Engineering—to continuously improve the member experience and help scale our impact. You’ll be empowered to act like an owner, solve problems creatively, and help shape the future of preventive healthcare.
Role:
What You’ll Do:
As Ezra’s Operations Member Experience Associate, your responsibilities will include:
- Supporting the collection and tracking of member satisfaction (NPS) and lead the resolution of complex member concerns and complaints, using emotional intelligence and persuasion skills to turn potentially negative experiences into positive outcomes and strengthen member loyalty
- Deliver white-glove, concierge-level service to high-value members, anticipating needs, providing personalized recommendations, and ensuring every touchpoint exceeds expectations
- Tracking and documenting all member and partner interactions in Intercom or other systems
- Identifying and suggesting process improvements to streamline operations and enhance the member experience, using your direct member feedback and relationship insights to influence operational changes
- Serving as the first point of contact for inbound member inquiries via phone, email, chat, or text, answering questions and guiding members through their journey, demonstrating exceptional customer service skills and the ability to guide conversations toward positive resolutions
- Assisting employer and physician partners with onboarding, operational questions, and day-to-day support to ensure a seamless experience for their employees or patients, building strong working relationships and using consultative communication to address their needs and drive program adoption on an as needed basis
- Collaborating with the Care and Marketing teams to ensure a consistent, “wow” experience for members, serving as the voice of the member in internal discussions
Key Responsibilities:
Requirements:
- Bachelor’s degree or above
- 1–3 years of customer-facing experience in operations, member experience, customer support, or high-touch support roles
- Strong organizational skills and ability to manage multiple priorities
- Natural empathy and emotional intelligence with demonstrated ability to de-escalate conflicts and create positive experiences
- Proven track record of building relationships and influencing positive outcomes in challenging situations
- Exceptional communication and interpersonal skills with the ability to connect with diverse personalities and backgrounds
- Strong problem-solving skills, detail-oriented, and resourceful
- Proactive, self-motivated, and thrives in ambiguous, fast-paced environments
- Proven track record of grit (resilience, passion, and self-motivated)
- Familiarity with a medical or health-related environment is a bonus
- Comfort with being the "face" of the brand and representing Ezra's values in every member interaction
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 a diverse and inclusive workforce. As an equal opportunity employer, we do not discriminate on the basis of race, color, gender identity, ancestry, religion, age, sexual orientation, national origin, disability, marital status, Veteran status, or any other occupationally irrelevant criteria.
Join the Function Health team and become a part of our mission to build a healthier future for all. Discover more about us and how we're changing the face of healthcare at Function Health.
Important Notice: Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com. Function Health will never request personal information such as banking details or payment during the hiring
First name *
Last name *
Email *
LinkedIn URL *
Phone number *
Location *
Resume *
Click to upload or drag and drop here
Are you authorized to work in the country where the position is located without requiring sponsorship for a work visa now or in the future? *
Were you referred for this position? *
If you were referred, please share who referred you.
Please provide the name of the person who referred you.
Voluntary Self-Identification
To comply with government reporting requirements, we invite candidates to participate in the self-identification survey below. Your completion of this form is entirely optional, and your decision will neither influence the hiring process nor any subsequent stages. Any information you choose to share will be kept confidential and stored in a secure file. As outlined in our Equal Employment Opportunity policy, we uphold a commitment to non-discrimination based on any protected group status specified in applicable laws.
Gender
Race
Race and ethnicity descriptions
PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
By applying you agree to Gem's terms and privacy policy.
Save your info to apply to other roles faster & help employers reach you.
Req ID: SCANS-OPS-25-21