Member Support Representative Lead

About the role

Foodsmart, a digital personal nutrition expert, is hiring a Member Support Representative Lead to run a remote team of support representatives. The role covers coaching, training, performance monitoring, scheduling and escalation, with a pay range of $60K-$75K.

Key responsibilities

• Coach, give feedback and review performance regularly, and lead onboarding and ongoing training including live call shadowing and ticket-handling ramp-up.
• Set expectations and hold team members accountable to 30/60/90-day milestones and performance targets.
• Foster a collaborative, high-accountability culture that balances empathy with resilience.
• Monitor call volume, ticket resolution and quality/manager feedback, identify coaching opportunities and performance trends, and address gaps proactively.
• Ensure adherence to scheduling, staffing coverage (including evenings and weekends) and service level expectations.
• Complete consistent QA reviews with timely feedback and ongoing coaching.
• Act as first point of escalation for member issues beyond representative-level resolution, and partner with cross-functional teams to resolve member and operational issues.
• Translate team-level trends into actionable insights for internal stakeholders and manage day-to-day workflow, including live call coverage and ticket queue management.
• Identify process gaps, recommend improvements to reduce escalations and missed calls, and document performance, coaching notes and process changes.

Required profile

• Experience 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 healthcare or another highly regulated industry experience.
• Flexible availability, including later day shifts and occasional weekends.
• Reliable high-speed internet (at least 100 Mbps download / 20 Mbps upload) and a private, secure, quiet workspace.

Required skills

• Familiarity with call center and ticketing platforms (e.g. Zendesk) preferred.

What we offer

• Remote-first company with flexible and remote location.
• Unlimited PTO.
• Healthcare coverage (medical, dental, vision).
• 401k and bonus.
• Registered dietitian sessions.