Foodsmart - Member Support Representative Lead

• Team Leadership & Coaching • Lead a team of Member Support Representatives, providing regular coaching, feedback, and performance reviews. • Lead onboarding and ongoing training, including live call shadowing and ticket-handling ramp-up. • Set clear expectations and hold team members accountable to 30/60/90-day milestones and ongoing performance targets. • Foster a collaborative, high-accountability team culture that balances empathy with resilience. Manage and control conversations around both development and accountability. • Performance & Quality Management • Monitor individual and team performance against key metrics, including call volume, ticket resolution, and quality/manager feedback. • Identify coaching opportunities and performance trends; proactively address gaps. • Ensure adherence to scheduling, staffing coverage (including evening and weekend needs), and service level expectations. • Complete consistent QA reviews with timely feedback and ongoing coaching. • Escalation & Cross-Functional Support • Serve as the first point of escalation for member issues that exceed representative-level resolution, looping in the Member Support Specialist or leadership for grievances, accommodations, or highly sensitive cases as needed. • Partner with cross-functional teams (e.g., CDE, Food Ops, Clinical Ops, Referrals) to resolve member and operational issues. • Communicate clearly and professionally with internal stakeholders, translating team-level trends into actionable insights for leadership. • Process & Operations • Manage day-to-day team workflow, including balancing live call coverage with ticket queue management. • Identify process gaps or inefficiencies and recommend improvements to reduce escalations and missed-call volume. • Maintain accurate documentation of team performance, coaching notes, and process changes. Adapt to new processes and implementations in real time. • A People-First Leader: Genuinely invested in the growth and success of your team members. Professional, Clear Communicator: Comfortable talking to anyone, without dominating the conversation; able to adapt tone across agents, peers, and leadership. • Empathetic but Resilient: Understanding of member and agent frustration, while able to hold a hard line when needed. • Organized Multi-Tasker: Able to manage competing priorities across coaching, quality monitoring, and live escalations. • Accountable & Consistent: Holds self and team to a high standard, following through on commitments and metrics. • Collaborative, Yet Independent: Comfortable partnering cross-functionally, while also making sound decisions autonomously. • Transparent with Discretion: Able to communicate limitations and personal scope when appropriate, to the appropriate teams. • Quick Thinker: Pivots and course-corrects in real time as changes are rolled out. • The team consistently meets or exceeds call volume, ticket, and quality metrics. • Representatives receive regular, effective coaching and demonstrate measurable improvement. Escalations are triaged quickly and routed appropriately, minimizing unresolved member issues. Team culture reflects accountability, collaboration, and empathy. • Operational trends and process gaps are identified and proactively addressed with leadership. • $60,000 - $75,000 a year • Role: Member Support Lead • Location: Remote, USA • Base Salary Range: $60,000 - 75,000 + annual bonus • Our salary ranges are determined by role, level, and location. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.