Lead, Member Support

We are looking for Member Experience teams are unifying into a single, engineering-led organization built around the end-to-end member journey. This role sits at the center of that shift — you'll manage live operations and coach a team of support specialists while helping drive the transition away from manual, reactive support toward automated, self-service-first member interactions.

Key Responsibilities

Lead and Develop the Member Support Team

• Coach a team of Member Support Specialists and Senior Support agents, fostering a collaborative environment aligned with company values: Goal-Centric, Customer-Centric, Empowerment, 10X Principles, Bias for Action, and Outcomes Over Outputs.
• Conduct regular 1:1s and performance reviews focused on continuous development.
• Partner with the India GCC support pod (email/SMS/macro) to ensure consistent quality and clear escalation paths between offshore and US-b...