Disruptive
Care
Consumer
Connection &Sr. Manager, Member Support
Function Health
Customer Service
United States · Remote
Posted on Jan 20, 2026
Sr. Manager, Member Support
US - Remote
Member Experience
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:
The Senior Manager, Member Support will lead and operationally own the full frontline support organization, currently consisting of four Managers, two Leads, and ~60 Member Support Agents. You will provide strategic and people leadership to ensure Function delivers an exceptional, consistent, and scalable support experience across all channels—including SMS, phone, email, and live chat.
In this role, you will guide managers, optimize systems, and champion continuous improvement across workflows, quality, and member experience. You’ll serve as the connective tissue between frontline operations and cross-functional partners, ensuring support insights meaningfully inform product, operations, and company priorities. You will also support your managers’ development, helping them grow into stronger coaches, operators, and leaders.
This role is ideal for someone who thrives in fast-paced, high-growth environments, enjoys building scalable systems, and is deeply motivated by Function’s mission. If you are energized by leading leaders, solving operational challenges, and shaping a world-class member support organization, we’d love to meet you.
Key Responsibilities:
Leadership & Team Development
- Manage and develop four Managers and two Leads, driving a consistent, high-performing team culture
- Coach Managers on leadership, feedback delivery, and performance management
- Ensure clear operating rhythms across teams
Operational Excellence
- Own org-wide performance across CSAT, SLAs, quality, productivity, and response times
- Diagnose team and workflow issues quickly and partner with Managers on corrective action
Cross-Functional Partnership
- Identify trends in member contacts and collaborate cross-functionally to address systemic issues
- Represent the voice of the member and support team in cross-functional initiatives and roadmap discussions
Qualifications/Skills:
- Proven experience leading multi-level support teams, including direct management of Managers or Leads
- Strong operational and analytical mindset, with comfort using data to drive decisions
- Ability to thrive in fast-paced, high-growth environments with shifting priorities
- Clear, empathetic communicator skilled at setting expectations and influencing partners
- Demonstrated ability to develop leaders and hold teams accountable to high performance
- Strong judgment and emotional intelligence when managing escalations or complex issues
- Excellent written and verbal communication aligned with Function’s brand voice
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.
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 process. Please be cautious of communications or job offers that come from other email domains, instant messaging platforms, or unsolicited calls. If you ever have doubts about the legitimacy of a communication, please reach out to us directly at talent@functionhealth.com.
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.
Have you managed support teams in the past? *
If so, please elaborate.
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.
Req ID: MX-26-01