Member Care Lead

Location: London, United Kingdom; hybrid with remote availability

Company

hirify.global provides data-driven, preventative healthcare through non-invasive technology, direct clinical care, and personalised health insights.

What you will do

• Scale a high-performing US customer care function across email, phone, SMS, and social, improving SLA, CSAT/NPS, QA scores, and first-contact resolution.
• Work with Workforce Planning on demand forecasting, rota optimisation, and intraday staffing for clinic operations.
• Develop scalable SOPs, escalation frameworks, service playbooks, and operational improvements that protect trust and speed.
• Partner with Clinics, Operations, Product, and Marketing to align member communication and service delivery.
• Build Voice-of-Member feedback loops that inform product development, operational improvements, and training priorities.
• Handle complex escalations and public-facing social care while coaching frontline agents and leading by example.

Requirements

• 3–5+ years of experience in customer or member support within high-touch or service-intensive environments.
• 2+ years leading multiple frontline support teams.
• Proven success improving multi-channel support operations across email, phone, SMS, and social, with measurable impact on SLA, QA, CSAT/NPS, and FCR.
• Strong experience with workforce planning teams, including forecasting, rota design, and intraday operations management.
• Ability to lead people, build team culture, and develop future leaders through coaching and feedback.
• Strong operational and analytical skills, with the ability to turn performance data into actionable improvements.
• Excellent judgement in sensitive member situations, public-facing social care, and complex escalations.
• Deep familiarity with Zendesk or an equivalent support platform, including reporting, tagging, macros, and workflow optimisation.
• A calm, organised, and decisive approach in fast-paced, high-visibility environments.

Nice to have

• Experience in healthcare, health tech, wellness, or other sensitive service environments.
• Experience supporting clinic, field, or distributed operational teams.
• Experience in hospitality-led or premium service environments.
• Experience contributing to QA frameworks, escalation playbooks, Help Center, or self-serve content strategies.
• Exposure to automation, CX tooling optimisation, or AI-supported customer service.

Culture & Benefits

• Member-first, hospitality-led support focused on proactive and human-centred care.
• Culture grounded in trust, accountability, open communication, and coaching.
• Collaboration across Clinics, Operations, Product, Marketing, Workforce Planning, Quality, Training, and Tooling.
• Opportunity to help build a new customer care organisation during rapid international scaling.