Member Support Manager

At Wellthy, we dream of a world where everyone has the care infrastructure they need to manage their own health and the health and well-being of their loved ones.

We’re building something new in the care space - reimagining how care is delivered, accessed, and supported by families around the globe. As we grow, we’re seeking collaborative, curious, and purpose-driven teammates to help us expand what’s possible.

Our work is grounded in the expertise of seasoned care professionals who deeply understand families’ real challenges paired with agile, tech-powered solutions that deliver support efficiently and at scale. We embrace a mindset of continuous learning, especially around emerging technologies. Tools like AI and other innovations are accelerators, enabling us to scale our impact, work smarter, and stay at the forefront of care delivery.

Through Wellthy, millions of families have access to support to help them manage care during every stage of life, with hands-on experts guiding families through caregiving or backup care journeys. And with the acquisition of Patch Caregiving, Wellthy continues to expand how care shows up for working families by pairing care navigation and coordination with on-site and near-site employer-based childcare. This combination allows us to support families not just in navigating care decisions, but in accessing real, hands-on help when and where they need it most. Together, we’re building a more connected, comprehensive care experience for families and caregivers alike.

We partner with leading companies including more than 40 Fortune 500 companies to support the care needs of their workforces globally. We also work alongside health plans and carriers to embed care support into their offerings, enhancing the experience and outcomes for members.

We’re building, evolving, and expanding the market category for care, and we’re looking for responsive, collaborative, curious, and purposeful colleagues to join us.  

As the Member Support and Activation Manager, you will lead a team of Member Support Specialists who help members across every Wellthy service, every day, via phone, chat and email. You'll be responsible for running and maintaining a high-performing team, ensuring consistent and reliable coverage, coaching and developing team members, pulling reporting from member conversational tools like Intercom, and overseeing the processes and workflows that help the team deliver an exceptional member experience.

First and foremost, you’re a people leader. Wellthy is growing rapidly, including across our member activation and support functions, and your job is to build a strong, cohesive team, connect everyone to shared goals, and help team members grow and succeed as the organization evolves. You'll set clear expectations, provide regular coaching and feedback, and foster a culture of accountability, collaboration, and care.

You're also a hands-on leader who understands the realities of a busy member support environment. You'll provide guidance and support during periods of high demand, help coordinate responses to complex member situations, and work closely with leaders across Member Activation, Care Operations, and other teams to ensure members receive timely, high-quality support. You'll also help strengthen the team's scheduling, processes, and workflows to create a more resilient and consistent support operation.

• Lead, coach, and develop a team of up to 15 Member Support Specialists, including regular 1:1s, performance reviews, ongoing feedback, and formal performance management when needed.
• Build a strong, collaborative team culture grounded in a shared commitment to delivering an exceptional member experience, and clear communication.
• Set clear performance expectations and help team members succeed through individualized coaching, professional development, and recognition of strong performance.
• Support hiring, onboarding, training, and ongoing development of team members, ensuring the team has the knowledge, resources, and guidance to succeed in their roles.
• Foster strong communication and collaboration across shifts, helping team members feel connected, informed, and supported regardless of when they work.

• Oversee team scheduling and coverage across Wellthy's support hours, working with leadership to anticipate staffing needs, address coverage gaps, and plan for changes in member demand.
• Monitor day-to-day team performance and support volumes, adjusting staffing and resources to maintain reliable coverage and timely member responses.
• Provide hands-on guidance and support to specialists during periods of high demand, assisting with member interactions and escalations when appropriate.
• Support any escalations that stem from complex member situations, working with cross-functional partners to resolve issues and coordinate responses.
• Partner with Learning & Development and other teams to strengthen cross-training across Care Concierge and Backup Care, building a more flexible and resilient support team.

• Monitor key team performance metrics, including response and resolution times, support volumes, quality, and member activation, using reporting tools such as Intercom to identify trends and opportunities for improvement.
• Regularly review member interactions and provide actionable feedback and coaching to help specialists improve the quality, consistency, and effectiveness of their support.
• Develop, maintain, and improve team processes, standard operating procedures, and escalation protocols to ensure consistent service and clear accountability.
• Work closely with Care Operations leadership and the Director of Member Activation and Engagement to identify opportunities to improve member activation, strengthen the connection between support interactions and engagement, and measure the team's impact.
• Collaborate with technology and operations partners to implement improvements to support tools, workflows, and AI-enabled capabilities that help the team work more effectively.

• Partner with the teams responsible for Wellthy's AI chat and voice tools (FinAI), sharing feedback on member experience, response quality, and opportunities to improve handoffs between AI tools and support specialists.
• Help team adapt to new AI capabilities and workflows, ensuring the team is comfortable using these tools and knows when to escalate member needs.

• Partner with the Director of Member Activation and Engagement to deliver and reinforce training that helps specialists recognize opportunities to introduce members to Wellthy's services and encourage activation.
• Collaborate with Care Team and Backup Care leadership, Client Success, IT, and other cross-functional partners to resolve member issues, improve support processes, and ensure specialists have the information and resources they need to succeed.

To be successful in this role, you’ll need to be open to learning, experimenting, and evolving. Comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus.

• 5+ years in member services, customer support, or support operations, including 2+ years leading a team. Experience leading remote teams is helpful. 
• Demonstrated success coaching employees, managing performance, building team culture, and fostering accountability across a diverse team.
• Experience managing staffing, scheduling, and coverage for a multi-shift operation, including part-time and full-time employees. Experience with 24/7 support environments is a plus.
• Strong familiarity with customer support platforms such as Intercom or similar tools, with the ability to monitor performance metrics, identify trends, and use data to improve team performance.
• Excellent communication, problem-solving, and interpersonal skills.
• Experience developing and improving support processes, training materials, and standard operating procedures.
• Comfort working with AI-enabled support tools and adapting to new technologies.
• Experience in healthcare, employee benefits, or family care is a plus, but not required.

Success in this role will be measured by:

• Team performance and development: Specialist performance, retention, professional growth, and a strong culture of coaching and accountability.
• Coverage: Reliable staffing across 24/7 support operations, with proactive scheduling and minimal unplanned coverage gaps.
• Responsiveness: Response and resolution times against established targets, by queue.
• Quality:  Ticket-review scores, member satisfaction, and consistent adherence to service standards.
• Operational Improvement: Stronger processes, more effective workflows, and improved team efficiency as member volume grows.

To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment.

• Remote work environment.
• Medical, dental and vision benefits within 30 days of hire.  
• Retirement saving account with matching company contributions.
• Mental health benefits.
• 15 days paid vacation, two additional days for each subsequent years (up to a maximum of 25 days).
• Sick and Caregiving Days.
• Professional development initiatives for growth.
• Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted) and pregnancy loss leave.

This is a remote and US states based opportunity. We ask that you work in a location that is:

• Private, with secure (not public) internet and phone access
• Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating
• Given the nature of the material you will be working on and handling, you are required to work from a private, dedicated, distraction-free space 

Our Wellthians are located throughout the United States but we are currently not accepting candidates in the following states: Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Oklahoma, Rhode Island, and West Virginia.

We encourage you to apply for this position by clicking the apply here button on job posting and attaching your resume.  We understand that there is no “perfect” candidate and never expect every candidate to meet 100% of the qualifications listed above.   We look for our Wellthians to enhance and advance our company from their past experiences.  Our diverse backgrounds and perspectives are what make Wellthy a fantastic company to work for.  We hope that you’re encouraged and even excited by that to get started with our process. 

All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability protected veteran status, or any other characteristics protected by law.

For information about our Applicant Privacy, please review here: https://app.getguru.com/card/iRgBL8yT/Applicant-Privacy-Policy

For those who require reasonable accommodations, please let us know on your application or email us at jobs@wellthy.com.