As a Team Lead of Member Support, you will play an important role in leading our incredible Member Support coordinators, amplifying your impact on helping our members on their Found journey as Found launches an insurance offering and strategically pivots its care model and service operations to be holistically focused on the health and well-being of our members. You will work alongside the Manager of Member Support & Nursing, as well as other leads, to make sure that our teams have the tools, training, and support they need to delight our members upon every touchpoint at Found. You will model best practices for Found Member Support and develop your team to ensure we’re providing world-class member experiences.

What You’ll Do (Job Responsibilities)

• Oversee daily operations, leading a team of Member Support coordinators within different specialities including Care Navigation. Responsibilities include setting productivity and customer satisfaction goals, hiring, and managing performance through metrics and feedback, and working with the management team to push forward new initiatives. 
• Incorporate regular team meetings and scheduled 1:1s into responsibilities, along with hosting bi-annual performance reviews to ensure continuous communication, feedback, and professional growth.
• Ensure active involvement with the members, our social initiatives & our native community by spending time each week connecting with and supporting members, staying close to their needs and experiences.
• Drive the execution of service delivery across both B2C and B2B functions, including billing, prescription logistics, and clinical data entry, as well as cross-functional areas like content development. This requires a high motivation and willingness to learn and operationalize various domains.
• Develop and maintain metrics for management intelligence and status reporting, identify service delivery trends, and collaborate on process and performance improvements with cross-functional teams to enhance service quality and efficiency.
• Champion continuous improvement and innovation by working on initiatives that improve service delivery and foster a culture of excellence.
• Build a positive team culture, ensuring the team is empowered and aligned with the company's vision and core values, and manage change effectively to promote professional development.

What You’ll Bring (Job Qualifications)

• Experience leading teams, directly or indirectly – bonus points if you have 1+ year of formal people management experience. 
• Previous care navigation or healthcare operations experience a plus.
• Flexibility – there may be times when you’re taking on more as we grow and improve our processes and structures.
• Adaptability - the targets may change frequently and you’ll need to be able to move quickly to prioritize the highest need. 
• Ability to work full-time hours.