Manager, Member Support

📋 Description

• • The Manager, Member Support at Function Health is a critical leadership role responsible for overseeing team performance, operational strategy, and organizational effectiveness across a team of support agents, Leads, and Senior MSAs. This role ensures the delivery of high-quality, empathetic support to members across SMS, phone, email, and live chat, directly impacting member satisfaction and the company’s mission to empower people to live 100 healthy years through proactive, data-driven health insights.
• • Day to day, the Manager will monitor key performance indicators, drive process improvements, own staffing and planning decisions, conduct biweekly 1:1s with Leads and Senior MSAs, oversee performance management including evaluations and improvement plans, lead weekly team meetings, and partner with cross-functional teams to align support operations with broader business goals, product roadmaps, and OKRs.
• • Function Health is an AI-powered health platform backed by Andreessen Horowitz, recognized as one of Fast Company’s Most Innovative Companies of 2024, and serving hundreds of thousands of members seeking to take control of their health through advanced diagnostics, biomarker testing, and longitudinal data. The company is scaling rapidly following a $298M Series B and is building a People function that supports its mission-driven, high-growth culture.
• • In this role, you will develop leadership expertise in managing and developing leaders, refine your operational and strategic thinking through KPI ownership and process improvement, gain experience in scaling support functions in a fast-paced, mission-driven environment, and deepen your ability to balance business objectives with team health and sustainability—all while contributing to a company transforming preventive healthcare.