Member Support Lead

TL;DR

Member Support Lead: Owning day-to-day team operations and acting as the operational point of contact between frontline agents and leadership with an accent on workflow efficiency, quality, and alignment with operational goals. Focus on guiding task execution, making decisions on how work is prioritized and distributed, and ensuring team performance meets expectations.

Location: US - Remote

Company

hirify.global empowers you to live 100 healthy years by using technology to prevent avoidable deaths and suffering.

What you will do

• Oversee daily team workflows, ensuring tasks are appropriately delegated and progressing on schedule, with a focus on high-urgency, high-impact work.
• Deliver timely feedback and coaching to Sr. MSAs to address performance gaps, and provide guidance on complex member situations.
• Monitor and document team performance signals, escalating patterns or concerns to the Manager.
• Partner with Workforce Management (WFM) to support scheduling and workload distribution, ensuring appropriate day-to-day staffing.
• Work closely with Sr. MSAs to uphold QA processes, coaching practices, and critical error review.
• Identify workflow inefficiencies, documentation gaps, and tooling opportunities, and surface them to the Manager for prioritization.

Requirements

• Strong real-time operational decision-making skills
• Proven ability to manage and develop individual contributors
• High ownership and accountability mindset
• Ability to operate effectively in fast-paced, high-volume environments
• Strong communication and interpersonal skills
• Excellent written and verbal communication skills, with strong execution of brand voice

Culture & Benefits

• Competitive salary and benefits package.
• Flexible working hours.
• Dynamic work environment where creativity and innovation are encouraged.
• Committed to building a diverse and inclusive workforce.