Membership Acquisition Team Lead, Function

• We are looking for someone who cares about the details, brings team members along through change, and has a knack for improving the agent and end user’s experience with actionable steps
• This role has a dynamic day-in-the-life and therefore is ideal for someone who thrives in fast-paced environments, enjoys solving problems in real time, and is energized by supporting others’ development
• Experience in member support, client success, or operations in B2B2C organizations
• Experience building self-service systems for clients or prospective members
• Known for modeling a member-first, data-driven, and ownership-oriented mindset
• Experience with performance management and team development
• Experience in Intercom, Salesforce or other ticketing systems
• To be a strong fit, you embody our Core Values:
• Ruthless Prioritization:
• We don’t let perfect get in the way of progress
• We move quickly to drive value, not perfection
• We prioritize what drives impact
• We never compromise on standards of excellence
• Member-First, Always:
• We design and deliver like we’re caring for someone we love
• We create clear, actionable, human experiences
• We prioritize responsiveness, peace of mind, and outcomes
• We empower members with truth, clarity, and care
• One Team, Moving Fast:
• We are aligned in purpose, prioritization, and speed
• We gather diverse perspectives to make informed decisions
• We clear paths for each other and move fast together
• We communicate clearly and respectfully, rallying around shared goals
• Radical Ownership, Relentless Execution:
• We don’t just ship—we own outcomes and drive results
• We act with urgency and precision
• We anticipate, initiate, and follow through
• We meet challenges with grit and pragmatism
• We embrace new tech to deliver better outcomes
• Mission Over Ego:
• We are ruthlessly aligned to our mission—and leave ego at the door
• We disagree and commit
• We don't tolerate politics or withholding information
• We operate with honesty, transparency, and respect
• Sustained Integrity in Every Detail:
• We earn trust by obsessing over accuracy, quality, and clarity in everything we do
• We prioritize clinical precision—data must be right
• We sweat the details because outcomes depend on them

Desirable

• The Membership Operations team directly supports Function Health’s revenue engine—from a member’s first interaction to an inquiry from a small business owner to renewal moments that define long-term impact
• This founding Team Lead position will drive new member enrollment by building and managing a team of Member Success Agents responsible for guiding prospective individuals and entities to purchase Function memberships
• Within our prospective members (leads) and small/medium-sized business (SMB) client program, you will work with leadership to execute opportunities that increase team impact, including developing individual agent capabilities, strategically expanding the presence of AI and self-service, and improving internal tools/processes
• Oversee daily team workflows, ensuring work is assigned appropriately and progressing on schedule. Serve as the point of contact for lead or client escalations and issue triage
• Hold a high bar for lead and client experience, supporting the team in varied ways to achieve KPIs, quality expectations, and operational processes
• Grow and improve our SMB program through establishing self-service experience, automating SMB interactions, and managing internal prospective clients
• Drive continuous improvements to workflows, documentation, and tooling
• Invest in AI agents as a “member” of the team, overseeing quality and ongoing training to promote self-service
• Foster a team environment with high psychological safety, an enthusiasm for structured continuous improvement, and a contagious pride in delivering high quality work