About the role:

Team Leadership & Coaching

• Lead a team of Member Support Representatives, providing regular coaching, feedback, and performance reviews.
• Lead onboarding and ongoing training, including live call shadowing and ticket-handling ramp-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 empathy with resilience. 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.

• Serve as the first point 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 clearly and professionally with internal stakeholders, translating team-level trends into actionable insights for leadership.

• 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 real time.

Role: Member Support Lead
Location: Remote, USA
Base Salary Range: $60,000 - 75,000 + potential $10,000 bonus

Our salary ranges are determined by role, level, and location. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.

About our benefits and perks:

✅ Remote-First Company
✅ Unlimited PTO
✅ Flexible & remote location
✅ Healthcare Coverage (Medical, Dental, Vision)
✅ 401k & bonus
✅ Registered Dietitian Sessions

Foodsmart is an Equal Opportunity Employer. It is our firm policy to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin, citizenship status, religious creed, age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related 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, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.