Member Support Representative Lead, Foodsmart
$60-75k
+ annual bonus
Telenutrition & foodcare network
Be an early applicant
Telenutrition & foodcare network
501-1000 employees
Be an early applicant
$60-75k
+ annual bonus
501-1000 employees
Company mission
To provide simple solutions to accomplish health goals through a personalized program.
Role
Who you are
- 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
- Experience working in a remote, high-volume complex case manager or care coordinator environment, ideally in a lead, supervisor, or senior agent capacity
- Prior people-management or team-lead experience strongly preferred
- Ideally, experience in healthcare or another highly regulated industry (e.g., finance/payments processing)
- Familiarity with call center and ticketing platforms (e.g., Zendesk) preferred
- Reliable high-speed internet access (minimum ~100 Mbps download / 20 Mbps upload) and a completely private, secure, quiet workspace
- Flexible availability, including the ability to work later day shifts and occasional weekends
What the job involves
- The Member Support Lead is responsible for the day-to-day leadership, coaching, and performance management of a team of Member Support Representatives
- This individual ensures their team consistently delivers professional, accurate, and empathetic support to members navigating eligibility, benefits, scheduling, and access to their food benefits (Medically Tailored Meals/Food Boxes)
- The ideal candidate brings strong people leadership, sound judgment, and a coaching mindset, with the ability to hold a team accountable to performance metrics while fostering a supportive, high-trust team culture in a rapidly evolving department
- Candidates must reside in and work within the US
- 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
- 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
- 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
- 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
- Success in this role looks like:
- 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
Our take
Eating well can be a challenge, especially for people with care commitments or lower incomes. Unfortunately, not eating well can worsen various health problems, leading to increased medical costs in the long run.
To help with this, Foodsmart supplies meal kits tailored to each customer's nutritional needs and dietary preferences. With registered dieticians consulting and guiding subscriber meal plans, the company has smartly carved a science-first niche in the multi-billion dollar meal plan delivery service market.
With over 1 million users enrolled, Foodsmart has proven popular. It also boasts demonstrated results such as positive weight loss for obese subscribers, and lowered systolic blood pressure for those with hypertension. It continues to be popular with investors too, with its fundraises supporting the expansion of operations and its business reach.
Steph
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Jun 2024
$200m
GROWTH EQUITY VC
Jan 2024
$10m
SERIES C
Total funding: $309.9m
Company benefits
- Unlimited PTO
- Flexible working hours
- Flexible working location
- Paid health insurance
- 401k, bonus & stock options
Company HQ
Jackson Square, San Francisco, CA
Leadership
Jason Langheier
(Founder & Chief Science Officer)Board Director at Partnership for Healthier America. Co-Founder and former CTO at Proventys, and Chairman and Founder of Fitness Forward. MPH at Harvard in Epidemiology, Biostatistics and Decision Sciences.
Kurt Knight
(CEO)Joined the company as CEO in 2025. Previously spent almost 14 years at Amwell, ultimately as COO for 5 years.
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