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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and developing member support teams, with a focus on performance management, coaching, and fostering a collaborative culture. Proficient in utilizing customer support platforms and AI-enabled tools to enhance team performance and member experience.
Highest-signal resume keywords
Team LeadershipPerformance ManagementCustomer Support PlatformsProcess ImprovementAI-Enabled Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance Metrics MonitoringStaffing ManagementSchedulingTraining DevelopmentStandard Operating Procedures
Soft Skills
CommunicationProblem-SolvingInterpersonal SkillsCoachingTeam Culture Building
Tools & Technologies
IntercomAI-Enabled Support Tools
Industry Keywords
Member ServicesCustomer SupportSupport OperationsHealthcareEmployee Benefits
About the role
Key responsibilities & impact- Lead, coach, and develop up to 15 Member Support Specialists
- Conduct regular 1:1s, performance reviews, ongoing feedback, and formal performance management when needed
- Build a collaborative team culture and set clear performance expectations
- Support hiring, onboarding, training, and ongoing team development
- Foster communication and collaboration across shifts
- Oversee scheduling and coverage across Wellthy’s support hours
- Monitor team performance and support volumes, adjusting staffing and resources
- Provide hands-on guidance during periods of high demand and assist with escalations
- Partner with Learning & Development to strengthen cross-training across Care Concierge and Backup Care
- Monitor response times, resolution times, support volumes, quality, and member activation using tools such as Intercom
- Review member interactions and provide actionable feedback and coaching
- Develop and improve processes, standard operating procedures, and escalation protocols
- Identify opportunities to improve member activation and measure team impact
- Collaborate on improvements to support tools, workflows, and AI-enabled capabilities
- Partner on Wellthy’s FinAI chat and voice tools, improving member experience and AI-to-specialist handoffs
- Help the team adopt new AI capabilities and workflows
- Deliver and reinforce training to encourage member activation
- Collaborate with Care Team, Backup Care, Client Success, IT, and other partners to resolve member issues
- Report directly to the Director of Care
Requirements
What you’ll need- 5+ years in member services, customer support, or support operations, including 2+ years leading a team
- Experience leading remote teams is helpful
- Demonstrated success coaching employees, managing performance, building team culture, and fostering accountability across a diverse team
- Experience managing staffing, scheduling, and coverage for a multi-shift operation, including part-time and full-time employees
- Experience with 24/7 support environments is a plus
- Strong familiarity with customer support platforms such as Intercom or similar tools
- Ability to monitor performance metrics, identify trends, and use data to improve team performance
- Excellent communication, problem-solving, and interpersonal skills
- Experience developing and improving support processes, training materials, and standard operating procedures
- Comfort working with AI-enabled support tools and adapting to new technologies
- Experience in healthcare, employee benefits, or family care is a plus, but not required
- Strong internet connection, quiet space to take calls, and a professional distraction-free environment
- Private, secure internet and phone access
- Private, dedicated, distraction-free workspace suitable for handling sensitive information
Benefits
Comp & perks- Remote work environment
- Medical, dental and vision benefits within 30 days of hire
- Retirement saving account with matching company contributions
- Mental health benefits
- 15 days paid vacation, two additional days for each subsequent years (up to a maximum of 25 days)
- Sick and Caregiving Days
- Professional development initiatives for growth
- Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted)
- Pregnancy loss leave