Customer Support Manager

About the role

The Member Support Manager oversees the day-to-day operations of the Member Support Department, leading a team of 20+ employees responsible for key aspects of the member experience, including member administration, education, and support. The position ensures members receive accurate, consistent, and high-quality service while developing efficient policies, SOPs, processes, and workflows that support organizational goals and business initiatives.

As a member of the leadership team, the Member Support Manager works cross-functionally to align member-facing operations with the organization’s mission, business objectives, and company culture. The role oversees hiring, training, performance, and employee expectations while promoting accountability, efficiency, and a strong member-focused culture.

What you'll do

• Oversee the day-to-day operations of the Member Support Department and a team of 20+ employees.
• Ensure a consistent, accurate, and high-quality member experience across administration, education, and support.
• Develop, implement, and maintain SOPs, policies, workflows, scripts, and processes that improve efficiency and service quality.
• Establish clear departmental goals, performance expectations, and accountability standards.
• Lead, coach, and develop team members while fostering a positive, professional, and member-focused culture.
• Oversee hiring, onboarding, training, and ongoing education for Member Support employees.
• Monitor department performance, identify operational trends and gaps, and implement improvements as needed.
• Manage complex member concerns and escalations, ensuring appropriate and timely resolution.
• Collaborate cross-functionally to improve member-facing processes and ensure consistency across departments.
• Support the implementation of organizational initiatives, strategic objectives, and process improvements.
• Communicate departmental needs, challenges, and opportunities to organizational leadership.
• Ensure Member Support operations remain aligned with the organization’s mission, business objectives, and company culture.

Qualifications

• 5+ years of experience in customer service, member services, operations, healthcare administration, or a related field.
• 3+ years of experience in a supervisory or management role, preferably overseeing a team of 10+ employees.
• Demonstrated experience leading teams, managing employee performance, and establishing clear expectations and accountability.
• Strong understanding of customer/member service principles and the ability to manage complex member needs and escalations.
• Experience developing, implementing, and improving SOPs, policies, workflows, and operational processes.
• Strong organizational and problem-solving skills with the ability to manage competing priorities in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to communicate effectively with employees, leadership, and members.
• Demonstrated ability to collaborate cross-functionally and build effective working relationships across departments.
• Ability to analyze operational challenges, identify opportunities for improvement, and implement practical solutions.
• Strong judgment, professionalism, and discretion when handling sensitive member and employee matters.
• Proficiency with Microsoft Office and the ability to learn and effectively utilize organizational systems and technology.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration, Management, Communications, or a related field.
• Experience working in healthcare, health benefits, health sharing, insurance, or a similar member-focused organization.
• Experience managing a large customer or member support operation.
• Experience with CRM, ticketing, call-center, membership, or other customer/member management systems.
• Experience developing performance metrics, KPIs, quality assurance programs, or service-level standards.
• Experience leading organizational change, process improvement, or department-wide initiatives.

Benefits

• Medical, dental, and vision benefits
• 401(k) plan with company match
• Paid time off (PTO)
• Short-term disability insurance
• Life Insurance
• 11 Paid holidays