Member Support Supervisor

Summary

Join Garner's fast-growing team as a remote Member Support Supervisor! Lead and develop a team of 8–12 Concierge Associates, providing exceptional support to members via chat, email, and phone. Oversee team performance, ensuring adherence to quality standards and timely service. Serve as a subject matter expert, handling complex inquiries and resolving issues. Manage team scheduling and training, and implement process improvements to enhance the member experience. This role requires on-call availability during scheduled shifts (Monday–Friday, 8 am–10 pm ET). Garner offers a competitive salary ($65,000 - $80,000), equity incentives, and comprehensive benefits.

Requirements

• A minimum of 4 years of experience in a customer support or operations role, with a proven track record of managing a team to drive excellent results
• A passion for developing team members and helping users
• The ability to think creatively and stay calm under pressure
• A data-driven approach to decision-making and process improvement
• A desire to work in a fast-paced startup environment and a willingness to "roll up your sleeves" to get the job done
• A genuine interest in our mission to improve the U.S. healthcare system

Responsibilities

• Lead and develop a team of 8–12 Concierge Associates, holding regular team meetings and 1:1s and managing all aspects of individual performance, from coaching to development plans
• Review ticket quality and use data to hold your team accountable; ensure consistent adherence to Garner’s processes and standards for service timeliness and quality
• Act as a subject matter expert, handling the most complex member inquiries and serving as the primary point of resolution for questions from your team and internal stakeholders
• Ensure appropriate team scheduling to meet member demand and oversee the successful onboarding and training of new team members
• Identify and implement initiatives to enhance the member experience and relay member feedback to improve Garner’s product

Benefits

• Flexible PTO
• Medical/Dental/Vision plan options
• 401(k)
• Teladoc Health