arlo - Senior Member Support Manager
Requirements
• Take 5–10 member conversations per week to develop firsthand understanding of both the member and MA experience • Provide queue coverage as needed, particularly during peak season • Actively surface member pain points, trends, and experience improvement opportunities to Product • PLATFORM, TOOLING & KNOWLEDGE MANAGEMENT • Own the Intercom back end: capacity limits, workflows, and process efficiencies • Take the lead on Fin (Intercom's AI) as we scale automation capabilities • Oversee and maintain the internal knowledge base • Develop and manage MA training and onboarding curriculum, including leading new hire training • Build a continuing education program — monitoring plan/benefit changes and creating change logs and documentation • HIRING & STAFFING • Partner with the Head of Customer Operations to maintain the staffing model and project capacity and headcount needs • Oversee the MA hiring process end-to-end • Collaborate with the Talent Lead to evaluate pipeline quality and refine targeting and messaging • 4–6 years of customer support management experience, including leading a team of 3 or more • 1–5 years of health insurance experience; level-funded background is a strong plus • Demonstrated ability to build or scale a support function from the ground up — startup experience is highly valued • Strong reporting and data analysis skills; you know how to design a metrics framework, not just read a dashboard • Hands-on experience with support platforms; Intercom experience is a plus • Excellent interpersonal and communication skills — you can coach, influence, and build trust at every level • A "no task too small" mindset with the flexibility to zoom out strategically and zoom in operationally
Benefits
• The expected base salary range for this role is $90,000–$110,000, commensurate with experience. This is a fully remote position. • High ownership: You’ll get real responsibility from day one—our high-trust team empowers you to run with big problems and shape core parts of the company. • Join an important mission: Your work directly influences how people access care and improves lives at scale. • Growth & expansion: We’re moving fast, and as we grow, your scope will grow with us—new challenges, bigger opportunities, and rapid career velocity. • Apply AI to a problem that matters: Instead of optimizing ads or cutting labor costs, you’ll use AI to fundamentally reimagine how people get healthcare. • High pace, high collaboration: We operate with velocity, first-principles thinking, and a team that works closely, openly, and with ambition. • Exact compensation inclusive of salary and any bonuses is determined based on a number of factors including experience and skill level, location, and qualifications which are assessed during the interview process.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT