Team Lead, Member Support

Location: Remote in the United States or Canada. Full-time availability is required Monday–Friday, with periodic weekend and holiday on-call coverage on a rotating basis.

Company

hirify.global is an AI-powered health platform combining lab testing, imaging, longitudinal health data, and clinical guidance to help members understand and improve their health.

What you will do

• Lead real-time execution across member support workflows, prioritizing and delegating urgent and high-impact work.
• Manage and develop MSAs and Senior MSAs through regular 1:1s, coaching, performance reviews, documentation, and improvement plans.
• Own real-time questions, issue triage, and Tier 4 escalations from Senior MSAs.
• Monitor performance signals, coaching activity, quality findings, staffing levels, workload allocation, and shift adherence.
• Own monthly scheduling in partnership with Workforce Management, including coverage changes and overtime activation.
• Identify trends and improve workflows, documentation, tooling, training, and team communication.

Requirements

• Experience managing and developing individual contributors, including senior contributors.
• Strong real-time decision-making, prioritization, operational judgment, and accountability.
• Experience with coaching, feedback delivery, performance management, and escalation handling.
• Ability to work effectively in fast-paced, high-volume environments while maintaining quality and attention to detail.
• Strong written, verbal, interpersonal, and member-facing communication skills.
• Availability to work Monday–Friday and provide periodic weekend and holiday on-call coverage on a rotating basis.

Culture & Benefits

• Flexible working hours and a remote work environment.
• Competitive salary and benefits package.
• Mission-driven work focused on improving health outcomes through technology and clinical data.
• Culture centered on member-first service, ownership, rapid execution, transparency, and quality.
• Inclusive and equitable workplace with a commitment to equal opportunity.