Senior Member Support Manager

Most of what makes American healthcare expensive isn’t medical care. It’s the machinery wrapped around it: middlemen taking a cut, fraud nobody stops, and billing systems designed to fight over payment instead of deliver care. The result is higher premiums, denied claims, surprise bills, and a system patients increasingly experience as adversarial.

Arlo is rebuilding health insurance for small businesses from first principles: making sure as much of every premium dollar as possible goes to care instead of getting absorbed by the system around it. We do that by identifying fraud earlier, steering members toward higher-quality and lower-cost care, automating operational overhead, and eliminating vendors whose business exists mostly to take a cut.

AI is the foundation that makes this work. We use it across underwriting, operations, clinical programs, and member experience to build an insurer that becomes more efficient as the technology improves.

We’re already operating at meaningful scale: profitable, hundreds of millions in premiums, tens of thousands of members covered, and growing quickly through brokers, employers, and partners. Backed by Upfront Ventures, 8VC, and General Catalyst, with a team from Palantir, YC companies, and longtime healthcare operators.

We are looking for an experienced Senior Member Support Manager to lead and elevate our Member Advocate team. In this role, you will own the full member support lifecycle — from day-to-day coaching and quality assurance to building scalable training programs, driving platform efficiency, and partnering cross-functionally to improve the member experience. This is a hands-on leadership role for someone who thrives in a startup environment, loves operational problem-solving, and is equally comfortable in a spreadsheet as they are on a coaching call.

• Manage a team of 4–8 Member Advocates, including daily conversation review, coaching, and weekly 1:1s

• Conduct weekly quality assurance reviews and provide intensive coaching where needed

• Own performance and metrics: ensure we're measuring the right things accurately and consistently

• Lead weekly performance reviews with MAs and deliver weekly reporting covering top issues, volume by category, trends, root causes, and key metrics

• Take 5–10 member conversations per week to develop firsthand understanding of both the member and MA experience

• Provide queue coverage as needed, particularly during peak season

• Actively surface member pain points, trends, and experience improvement opportunities to Product
  

• Own the Intercom back end: capacity limits, workflows, and process efficiencies

• Take the lead on Fin (Intercom's AI) as we scale automation capabilities

• Oversee and maintain the internal knowledge base

• Develop and manage MA training and onboarding curriculum, including leading new hire training

• Build a continuing education program — monitoring plan/benefit changes and creating change logs and documentation
  

• Partner with the Head of Customer Operations to maintain the staffing model and project capacity and headcount needs

• Oversee the MA hiring process end-to-end

• Collaborate with the Talent Lead to evaluate pipeline quality and refine targeting and messaging

• 4–6 years of customer support management experience, including leading a team of 3 or more

• 1–5 years of health insurance experience; level-funded background is a strong plus

• Demonstrated ability to build or scale a support function from the ground up — startup experience is highly valued

• Strong reporting and data analysis skills; you know how to design a metrics framework, not just read a dashboard

• Hands-on experience with support platforms; Intercom experience is a plus

• Excellent interpersonal and communication skills — you can coach, influence, and build trust at every level

• A "no task too small" mindset with the flexibility to zoom out strategically and zoom in operationally