Member Care Lead (Healthcare)

Location: Hybrid in New York, New York, United States

Salary: $117,000–$178,750 per year plus equity

Company

hirify.global develops proactive, data-driven preventative healthcare combining proprietary non-invasive technology with direct clinical care.

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 operations management supporting clinic operations.
• Develop scalable SOPs, escalation frameworks, and service playbooks that improve operational efficiency while protecting trust and speed.
• Partner with Clinics, Operations, Product, and Marketing to reduce avoidable contacts and ensure consistent member communication.
• Build Voice-of-Member feedback loops informing product development, operational improvements, and training priorities.
• Handle complex escalations and public-facing social care, coach by example, and use data, automation, and AI to improve service.

Requirements

• 3 to 5+ years of experience in customer or member support within high-touch or service-intensive environments.
• 2+ years of experience 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 working with workforce planning teams on 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, including turning 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.
• Background in hospitality-led or premium service environments.
• Experience contributing to QA frameworks, escalation playbooks, or Help Center and self-service content strategies.
• Exposure to automation, CX tooling optimisation, or AI-supported customer service.

Culture & Benefits

• Member-first, hospitality-led support focused on proactive, human-centred care.
• Culture grounded in trust, accountability, open communication, and coaching by example.
• Hybrid work arrangement in New York.
• Equity included in the compensation package.