Team Lead, Member Support

<h3><strong style="color: rgb(68, 68, 68);">Company Overview:</strong></h3><div><span style="color: rgb(68, 68, 68); background-color: transparent;">Function Health is the AI operating system for health, designed to empower people to live 100 healthy years. We are redefining how individuals understand, measure, and improve their health by moving beyond reactive care and enabling proactive, data-driven insight into human biology. Function has been recognized as one of </span><a href="https://www.fastcompany.com/91040051/function-health-most-innovative-companies-2024" rel="noopener noreferrer" target="_blank" style="color: rgb(0, 102, 204);">Fast Company’s Most Innovative Companies of 2024</a>, <span style="color: rgb(68, 68, 68);">and is venture-backed by </span><a href="https://a16z.com/announcement/investing-in-function-health/" rel="noopener noreferrer" target="_blank" style="color: rgb(0, 102, 204);">Andreessen Horowitz (a16z)</a>. <span style="color: rgb(68, 68, 68);">Hundreds of thousands of members have joined Function to take control of their health.</span></div><div><br></div><div><span style="color: rgb(68, 68, 68);">Through advanced diagnostics, deep biomarker testing, longitudinal data, and AI-enabled insights, Function equips members with actionable intelligence to take control of both the quality and length of their lives.</span></div><div><span style="color: rgb(68, 68, 68);">Function recently announced a $298M Series B and is entering its next chapter of growth. As we scale, the quality and durability of our People systems, data, and insights will directly shape our ability to attract, retain, and support exceptional talent.</span></div><div><br></div><div><span style="color: rgb(68, 68, 68);">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 build the future.</span></div><h2><br></h2><h3><strong style="color: rgb(68, 68, 68); background-color: transparent;">Role: </strong></h3><div><span style="background-color: transparent; color: rgb(68, 68, 68);">The Member Support Lead plays a pivotal role in </span><strong style="background-color: transparent; color: rgb(68, 68, 68);">owning day-to-day team operations</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> and </span><strong style="background-color: transparent; color: rgb(68, 68, 68);">acting as the operational point of contact (POC)</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> between frontline agents and leadership (i.e. your manager and beyond). You will support a group of 10+ Member Support Agents (MSAs), including 2+ Senior MSAs, ensuring workflow efficiency, quality, and alignment with operational goals in real time. This role reports to the Manager of Member Support.</span></div><div><br></div><div><span style="background-color: transparent; color: rgb(68, 68, 68);">As a Lead, you will guide task execution, make decisions on how work is prioritized and distributed, and ensure team performance meets expectations throughout the day. Leads additionally support Sr. MSAs on escalations, coaching moments, and critical errors.</span></div><div><br></div><div><span style="background-color: transparent; color: rgb(68, 68, 68);">In addition to operational ownership, this role also carries </span><strong style="background-color: transparent; color: rgb(68, 68, 68);">direct people management responsibility for MSAs</strong><span style="background-color: transparent; color: rgb(68, 68, 68);">, including performance management, coaching, and development, with support and alignment from your Manager.</span></div><div><span style="background-color: transparent; color: rgb(68, 68, 68);">This role is ideal for someone who thrives in fast-paced environments, can confidently make real-time decisions, has experience making operational calls quickly, and is energized by supporting both team performance and individual development.</span></div><div><br></div><div><em style="background-color: transparent; color: rgb(68, 68, 68);">Note: Given our team is dispersed across various timezones and working days (Monday-Sunday), there could be a need as we continue to evolve this role to be available on weekends. More to come on this.</em></div><div><br></div><h3><strong style="background-color: transparent; color: rgb(68, 68, 68);">Qualification/Skills:</strong></h3><ul><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Strong real-time operational decision-making skills</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Able to assess situations quickly, prioritize effectively, and make confident decisions that impact workflow, staffing, and member experience throughout the day.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Proven ability to manage and develop individual contributors</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Experience coaching, providing feedback, and holding team members accountable, with the ability to own performance management for (agents) MSAs end-to-end.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">High ownership and accountability mindset</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Takes full responsibility for day-to-day team performance, workflow execution, and operational outcomes, with a strong bias toward action and problem-solving.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Ability to operate effectively in fast-paced, high-volume environments</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Comfortable managing multiple priorities simultaneously, shifting gears quickly, and maintaining focus under pressure.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Strong communication and interpersonal skills</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Able to clearly communicate expectations, deliver feedback in real time, and build trust with MSAs, Sr. MSAs, and leadership.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Coaching and feedback delivery skills</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Able to deliver both real-time and structured coaching in a way that is direct, constructive, and focused on improving performance and development.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Operational awareness and attention to detail</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Strong understanding of workflows, processes, and performance signals, with the ability to identify issues quickly and take action.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Ability to balance team support with accountability</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Supports team members through challenges while maintaining clear expectations and holding a high bar for performance and quality.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Comfort working within structure while exercising judgment</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Able to operate within defined processes and guardrails, while confidently making decisions when situations fall outside of standard expectations.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Excellent written and verbal communication skills, with strong execution of brand voice</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Ensures clear, consistent communication internally and externally, aligned with Function’s member experience standards.</span></li></ul><div><br></div><h3><strong style="background-color: transparent; color: rgb(68, 68, 68);">Core Responsibilities:</strong></h3><ul><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Operational Oversight</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Oversee daily team workflows, ensuring tasks are appropriately delegated and progressing on schedule — with a focus on high-urgency, high-impact work. Serve as the real-time point of contact for escalations and issue triage, and ensure consistent adherence to operational processes.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Agent Support & Coaching</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Deliver timely feedback and coaching to Sr. MSAs to address performance gaps, and provide guidance on complex member situations. Meet regularly (weekly or biweekly) with Sr. MSAs for peer mentorship, maintaining detailed documentation of touchpoints and performance signals in alignment with the Manager.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Team Leadership & Performance Management</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Monitor and document team performance signals, escalating patterns or concerns to the Manager. Own performance management for MSAs — including performance documentation, evaluations, and improvement plans — and conduct biweekly 1:1s at minimum. Collaborate closely with the Manager on Sr. MSA performance.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Resource Planning & Operations</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Partner with Workforce Management (WFM) to support scheduling and workload distribution, ensuring appropriate day-to-day staffing. Track shift adherence, coach to address issues, and make real-time decisions on how to deploy team resources within established guidelines.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Quality & Standards</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Work closely with Sr. MSAs to uphold QA processes, coaching practices, and critical error review. Reinforce KPIs, quality expectations, and member experience standards, and surface key themes and insights to Manager and leadership.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Operational Feedback & Collaboration</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Identify workflow inefficiencies, documentation gaps, and tooling opportunities, and surface them to the Manager for prioritization. Assist in identifying agent development and training needs.</span></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);">Team Culture</strong><span style="background-color: transparent; color: rgb(68, 68, 68);"> Foster a positive, accountable, and collaborative team environment aligned with Function's mission and values. Lead the weekly all-team meeting and co-facilitate the Sr. MSA team meeting with the Manager.</span></li></ul><div><br></div><h3><strong style="color: rgb(68, 68, 68); background-color: transparent;">To be a strong fit, you embody our Core Values:</strong></h3><ul><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);"><em>Ruthless Prioritization:</em></strong><ul><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We don’t let perfect get in the way of progress.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We move quickly to drive value, not perfection.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We prioritize what drives impact.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We never compromise on standards of excellence.</span></li></ul></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);"><em>Member-First, Always:</em></strong><ul><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We design and deliver like we’re caring for someone we love.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We create calendar, actionable, human experience.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We prioritize responsiveness, peace of mind, and outcomes.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We empower members with truth, clarity, and care.</span></li></ul></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);"><em>One Team, Moving Fast:</em></strong><ul><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We are aligned in purpose, prioritization, and speed.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We gather diverse perspectives to make informed decisions.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We clear paths for each other and move fast together.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We communicate clearly and respectfully, rallying around shared goals.</span></li></ul></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);"><em>Radical Ownership, Relentless Execution:</em></strong><ul><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We don’t just ship– we own outcomes and drive results.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We act with urgency and precision</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We anticipate, initiate, and follow through.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We meet challenges with grit and pragmatism.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We embrace new tech to deliver better outcomes.</span></li></ul></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);"><em>Mission Over Ego:</em></strong><ul><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We are ruthlessly aligned to our mission– and leave ego at the door.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We disagree and commit.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We don't tolerate politics or withholding information.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We operate with honesty, transparency, and respect.</span></li></ul></li><li class=""><strong style="background-color: transparent; color: rgb(68, 68, 68);"><em>Sustained Integrity in Every Detail:</em></strong><ul><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We earn trust by obsessing over accuracy, quality, and clarity in everything we do.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We prioritize clinical precision– data must be right.</span></li><li class=""><span style="background-color: transparent; color: rgb(68, 68, 68);">We sweat the details because outcomes depend on them.</span></li></ul></li></ul><h3><br></h3><h3><strong style="color: rgb(68, 68, 68); background-color: transparent;">Why You'll Love Working With Us:</strong></h3><div><span style="color: rgb(68, 68, 68); background-color: transparent;">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.</span></div><div><br></div><div><span style="color: rgb(68, 68, 68); background-color: transparent;">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.</span></div><div><span style="color: rgb(68, 68, 68); background-color: transparent;">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 </span><a href="https://www.functionhealth.com/" rel="noopener noreferrer" target="_blank" style="color: rgb(0, 102, 204); background-color: transparent;">Function Health</a><span style="color: rgb(68, 68, 68); background-color: transparent;">. </span></div><div><br></div><div><strong style="color: rgb(68, 68, 68); background-color: transparent;"><em>Important Notice:</em></strong><em style="color: rgb(68, 68, 68); background-color: transparent;"> 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 </em><a href="mailto:talent@functionhealth.com" rel="noopener noreferrer" target="_blank" style="color: rgb(0, 102, 204); background-color: transparent;"><em>talent@functionhealth.com</em></a><em style="color: rgb(0, 102, 204); background-color: transparent;">.</em></div>