Member Support Representative Lead

TL;DR

Member Support Representative Lead (Support): Leading and coaching a team of support representatives to deliver empathetic, accurate assistance to members navigating healthcare and food benefits with an accent on performance management and quality assurance. Focus on driving team accountability, optimizing support workflows, and resolving complex member escalations in a high-volume, regulated environment.

Location: Must reside in and work within the US

Salary: $60,000 - $75,000 + annual bonus

Company

hirify.global is a leading Foodcare platform that integrates clinical nutrition care with food benefits to improve health outcomes and reduce costs for millions of members.

What you will do

• Lead, coach, and mentor a team of Member Support Representatives through regular feedback and performance reviews.
• Monitor team performance against key metrics including call volume, ticket resolution, and quality standards.
• Manage day-to-day team workflows, ensuring adequate coverage for evening and weekend shifts.
• Serve as the primary point of escalation for sensitive member issues and complex cases.
• Partner with cross-functional teams to identify process gaps and implement operational improvements.
• Facilitate onboarding and ongoing training to ensure team readiness and service excellence.

Requirements

• Must reside in and work within the US
• Experience in a remote, high-volume complex case manager or care coordinator environment.
• Prior people-management or team-lead experience.
• Familiarity with call center and ticketing platforms like Zendesk.
• Reliable high-speed internet access and a private, secure workspace.
• Flexible availability, including the ability to work later day shifts and occasional weekends.

Culture & Benefits

• Remote-first work environment.
• Comprehensive healthcare coverage (Medical, Dental, Vision).
• 401k plan and annual bonus eligibility.
• Unlimited PTO policy.
• Access to Registered Dietitian sessions.