Member Success Associate, Function

• This role is best suited for those energized by fast-paced environments, excited to build in a high-growth setting, and deeply motivated by our mission at Function. If you're looking for meaningful challenges, dynamic work, and the opportunity to make a real impact—we’d love to meet you
• Have 3+ years of experience in customer or member support, preferably in a fast-paced, high-growth startup or health-related environment
• Have experience conducting retention or save conversations, with a focus on understanding member concerns, handling objections, and communicating value in a clear and empathetic way
• Bring strong interpersonal skills and a natural ability to build rapport with members, using active listening and thoughtful communication to create personalized experiences
• Are comfortable navigating sensitive conversations with care and professionalism, helping members feel heard and supported, even in moments of frustration or dissatisfaction
• Operate with exceptional attention to detail, even when managing a high volume of requests
• Are solutions-focused and resourceful—you don’t just identify problems, you propose fixes and implement them
• Have excellent written communication skills clear, empathetic, and able to distill complex health topics simply
• Are comfortable navigating technical systems and internal tools (e.g., Stripe, Intercom, Admin panels), and can troubleshoot issues or identify root causes with minimal guidance
• Open to working PST

Desirable

• We’re looking for a Member Success Associate to join our rapidly growing consumer health tech startup. As a Member Success Associate, you will support our efforts to build lasting relationships with Function Health members
• Your mission is to help reduce churn by engaging with at-risk members, understanding the root of their dissatisfaction and delivering solutions that demonstrate our value. In addition to supporting members, you’ll help identify trends and surface insights. This role is ideal for someone who’s empathetic and detail-oriented
• In this role, you’ll go beyond executing SOPs, you’ll use critical thinking and empathy to adapt strategies to individual member needs, recognize trends across interactions, and share insights that help shape our retention approach
• Member Messaging: Handle member cases across multiple channels (phone, chat, email, SMS), delivering timely, high-quality responses through respectful, empathetic, and open communication with members. Participate in customer inquiries, conducting retention save conversations and offering thoughtful and personalized solutions
• Operational Execution: Effectively operate established workflows and SOPs with consistency and autonomy, ensuring a high-quality member experience. Proactively identify improvement opportunities and support the upkeep of team resources (Macors & SOPs), to help the Retention Team streamline processes and improve efficiency with support from Sr Associates and managers
• Technical Familiarity: Gain proficiency with internal tools (e.g., Google Sheets, Intercom, CRM systems, Admin, Stripe), utilizing them effectively for daily tasks and seeking guidance for advanced usage or troubleshooting
• Retention Support: Connect with customers and leverage retention practices to increase member retention. Display strong communication skills with members, understanding their request and membership journey to deliver clear and empathetic responses to resolve queries. As one progresses in the role, you may also be tapped to support new hire training and other initiatives that support member ticket resolution
• Performance Improvement: Engage with your manager and Sr Associates in coaching, training, performance, and KPI reviews to develop related skills and continually improve in your work