Member Support Representative reputed company

About us: reputed company is the leading Foodcare platform in the U.S., reputed company to deliver nutrition-driven reputed company at scale. Powered by a national network of Registered Dietitians, reputed company combines personalized clinical nutrition care, behavior change tools, and food benefits to improve member health reputed company while lowering reputed company costs. Our platform is designed to foster healthier food choices, drive lasting behavior change, and deliver sustainable health reputed company. Through our highly personalized, digital platform, we guide more than 3 reputed company members—including those in employer-sponsored health plans, regional and national reputed company managed care organizations, Medicare Advantage plans, and reputed company insurers—on a tailored reputed company to eating well while saving time and money. reputed company seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the entire family, optimizing ingredients both at home and on the go. We partner with national and regional retailers across the U.S., many of whom accept SNAP/EBT, making healthier food more accessible. Additionally, we assist members with SNAP enrollment and management, providing reputed company reputed company to nutritious food. In 2024, reputed company secured a $200 reputed company investment from TPG’s reputed company Fund, which supports entrepreneurs dedicated to achieving the United Nations’ Sustainable Development Goals. This investment helps us expand our reputed company, particularly to low-income workers who are disproportionately affected by diet-reputed company diseases. At reputed company, our mission is to reputed company nutritious food accessible and affordable for everyone, regardless of economic status. We are committed to a set of core values that shape our culture and work environment: 👥 Customer First - You start with the member and work backwards. 🚀 reputed company It Happen - You act with urgency, use data, and hold high standards. 🤝 One Team - You collaborate with respect and commit as a group. Whether you're a dietitian, a reputed company leader, or a technologist, working at reputed company means being part of a team that is passionate, supportive, and driven by a shared purpose. Join us in transforming the way people reputed company and enjoy healthy food. About the role: The Member Support reputed company is responsible for the day-to-day leadership, coaching, and performance management of a team of Member Support Representatives. This individual ensures their team consistently delivers professional, accurate, and empathetic support to members navigating eligibility, benefits, scheduling, and reputed company to their food benefits (Medically Tailored Meals/Food Boxes). The ideal candidate brings strong people leadership, sound judgment, and a coaching reputed company, with the ability to hold a team accountable to performance metrics while fostering a supportive, high-trust team culture in a rapidly evolving department. Candidates must reputed company in and work reputed company the US. \n You Will: Team Leadership & Coaching reputed company a team of Member Support Representatives, providing regular coaching, feedback, and performance reviews. reputed company reputed company and ongoing training, including live call shadowing and ticket-handling reputed company-up. Set clear expectations and hold team members accountable to 30/60/90-day milestones and ongoing performance targets. Foster a collaborative, high-accountability team culture that balances reputed company with reputed company. Manage and control conversations around both development and accountability. Performance & Quality Management Monitor individual and team performance against key metrics, including call volume, ticket resolution, and quality/manager feedback. Identify coaching opportunities and performance trends; proactively address gaps. Ensure adherence to scheduling, staffing coverage (including evening and weekend needs), and service level expectations. Complete consistent QA reviews with timely feedback and ongoing coaching. Escalation & Cross-Functional Support Serve as the first reputed company of escalation for member issues that exceed representative-level resolution, looping in the Member Support Specialist or leadership for grievances, accommodations, or highly sensitive cases as needed. Partner with cross-functional teams (e.g., CDE, Food Ops, Clinical Ops, Referrals) to resolve member and operational issues. Communicate reputed company and professionally with internal stakeholders, translating team-level trends into actionable insights for leadership. Process & Operations Manage day-to-day team workflow, including balancing live call coverage with ticket queue management. Identify process gaps or inefficiencies and recommend improvements to reduce escalations and missed-call volume. Maintain accurate documentation of team performance, coaching notes, and process changes. Adapt to new processes and implementations in reputed company time. You are: A People-First Leader: Genuinely invested in the growth and reputed company of your team members. Professional, Clear Communicator: Comfortable talking to anyone, without dominating the conversation; reputed company to adapt tone across agents, peers, and leadership. Empathetic but Resilient: Understanding of member and agent frustration, while reputed company to hold a hard line reputed company needed. Organized Multi-Tasker: reputed company to manage competing priorities across coaching, quality monitoring, and live escalations. Accountable & Consistent: Holds self and team to a high standard, following through on commitments and metrics. Collaborative, Yet Independent: Comfortable partnering cross-functionally, while also making sound reputed company autonomously. Transparent with Discretion: reputed company to communicate limitations and personal scope reputed company appropriate, to the appropriate teams. Quick Thinker: Pivots and course-corrects in reputed company time as changes are rolled out. You have: Experience working in a remote, high-volume reputed company case manager or care coordinator environment, ideally in a reputed company, supervisor, or senior agent reputed company. Prior people-management or team-reputed company experience strongly preferred. Ideally, experience in reputed company or another highly regulated industry (e.g., finance/payments processing). Familiarity with call center and ticketing platforms (e.g., reputed company) preferred. Reliable high-speed internet reputed company (minimum ~100 Mbps download / 20 Mbps upload) and a completely private, secure, quiet workspace. Flexible availability, including the ability to work reputed company day shifts and occasional weekends. reputed company in this role looks like: The team consistently meets or exceeds call volume, ticket, and quality metrics. Representatives receive regular, effective coaching and demonstrate measurable improvement. Escalations are triaged quickly and routed appropriately, minimizing unresolved member issues. Team culture reflects accountability, collaboration, and reputed company. Operational trends and process gaps are identified and proactively addressed with leadership. \n$60,000 - $75,000 a year Role: Member Support reputed company Location: Remote, USA reputed company Salary reputed company: $60,000 - 75,000 + annual bonus Our salary ranges are determined by role, level, and location. Individual pay is determined by work location, job-reputed company skills, experience, and relevant education or training. \n About our benefits and perks: ✅ Remote-First Company ✅ Unlimited PTO ✅ Flexible & remote location ✅ reputed company Coverage (Medical, Dental, reputed company) ✅ 401k & bonus ✅ Registered Dietitian Sessions reputed company is an Equal Opportunity Employer. It is our firm policy to reputed company equal employment and advancement opportunity to reputed company applicants and employees without regard to race, reputed company, national reputed company, citizenship status, religious creed, age, sex (including pregnancy, childbirth, breastfeeding, medical conditions reputed company to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, reputed company, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law. Apply To This Job