Member Support Representative Lead

About us:

Foodsmart is the leading Foodcare platform in the U.S., built to deliver nutrition-driven healthcare at scale. Powered by a national network of Registered Dietitians, Foodsmart combines personalized clinical nutrition care, behavior change tools, and food benefits to improve member health outcomes while lowering healthcare costs.

Our platform is designed to foster healthier food choices, drive lasting behavior change, and deliver sustainable health outcomes. Through our highly personalized, digital platform, we guide more than 3 million members—including those in employer-sponsored health plans, regional and national Medicaid managed care organizations, Medicare Advantage plans, and commercial insurers—on a tailored journey to eating well while saving time and money.

Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the entire family, optimizing ingredients both at home and on the go. We partner with national and regional retailers across the U.S., many of whom accept SNAP/EBT, making healthier food more accessible. Additionally, we assist members with SNAP enrollment and management, providing tangible access to nutritious food. In 2024, Foodsmart secured a $200 million investment from TPG’s Rise Fund, which supports entrepreneurs dedicated to achieving the United Nations’ Sustainable Development Goals. This investment helps us expand our reach, particularly to low-income workers who are disproportionately affected by diet-related diseases.

At Foodsmart, our mission is to make nutritious food accessible and affordable for everyone, regardless of economic status. We are committed to a set of core values that shape our culture and work environment:

👥 Customer First - You start with the member and work backwards.

🚀 Make It Happen - You act with urgency, use data, and hold high standards.

🤝 One Team - You collaborate with respect and commit as a group.

Whether you're a dietitian, a commercial leader, or a technologist, working at Foodsmart means being part of a team that is passionate, supportive, and driven by a shared purpose. Join us in transforming the way people access and enjoy healthy food.

About the role:

The Member Support Lead is responsible for the day-to-day leadership, coaching, and performance management of a team of Member Support Representatives. This individual ensures their team consistently delivers professional, accurate, and empathetic support to members navigating eligibility, benefits, scheduling, and access to their food benefits (Medically Tailored Meals/Food Boxes).

The ideal candidate brings strong people leadership, sound judgment, and a coaching mindset, with the ability to hold a team accountable to performance metrics while fostering a supportive, high-trust team culture in a rapidly evolving department.

Must be able to work M-F 9AM-5PM PST

Candidates must reside in and work within the US.

You Will:

Team Leadership & Coaching

• Lead a team of Member Support Representatives, providing regular coaching, feedback, and performance reviews.

• Lead onboarding and ongoing training, including live call shadowing and ticket-handling ramp-up.

• Set clear expectations and hold team members accountable to 30/60/90-day milestones and ongoing performance targets.

• Foster a collaborative, high-accountability team culture that balances empathy with resilience. Manage and control conversations around both development and accountability.

Performance & Quality Management

• Monitor individual and team performance against key metrics, including call volume, ticket resolution, and quality/manager feedback.

• Identify coaching opportunities and performance trends; proactively address gaps.

• Ensure adherence to scheduling, staffing coverage (including evening and weekend needs), and service level expectations.

• Complete consistent QA reviews with timely feedback and ongoing coaching.

Escalation & Cross-Functional Support

• Serve as the first point of escalation for member issues that exceed representative-level resolution, looping in the Member Support Specialist or leadership for grievances, accommodations, or highly sensitive cases as needed.

• Partner with cross-functional teams (e.g., CDE, Food Ops, Clinical Ops, Referrals) to resolve member and operational issues.

• Communicate clearly and professionally with internal stakeholders, translating team-level trends into actionable insights for leadership.

Process & Operations

• Manage day-to-day team workflow, including balancing live call coverage with ticket queue management.

• Identify process gaps or inefficiencies and recommend improvements to reduce escalations and missed-call volume.

• Maintain accurate documentation of team performance, coaching notes, and process changes. Adapt to new processes and implementations in real time.

You are:

• A People-First Leader: Genuinely invested in the growth and success of your team members. Professional, Clear Communicator: Comfortable talking to anyone, without dominating the conversation; able to adapt tone across agents, peers, and leadership.

• Empathetic but Resilient: Understanding of member and agent frustration, while able to hold a hard line when needed.

• Organized Multi-Tasker: Able to manage competing priorities across coaching, quality monitoring, and live escalations.

• Accountable & Consistent: Holds self and team to a high standard, following through on commitments and metrics.

• Collaborative, Yet Independent: Comfortable partnering cross-functionally, while also making sound decisions autonomously.

• Transparent with Discretion: Able to communicate limitations and personal scope when appropriate, to the appropriate teams.

• Quick Thinker: Pivots and course-corrects in real time as changes are rolled out.

You have:

• Experience working in a remote, high-volume complex case manager or care coordinator environment, ideally in a lead, supervisor, or senior agent capacity.

• Prior people-management or team-lead experience strongly preferred.

• Ideally, experience in healthcare or another highly regulated industry (e.g., finance/payments processing).

• Familiarity with call center and ticketing platforms (e.g., Zendesk) preferred.

• Reliable high-speed internet access (minimum ~100 Mbps download / 20 Mbps upload) and a completely private, secure, quiet workspace.

• Flexible availability, including the ability to work later day shifts and occasional weekends.

Success in this role looks like:

• The team consistently meets or exceeds call volume, ticket, and quality metrics.

• Representatives receive regular, effective coaching and demonstrate measurable improvement. Escalations are triaged quickly and routed appropriately, minimizing unresolved member issues. Team culture reflects accountability, collaboration, and empathy.

• Operational trends and process gaps are identified and proactively addressed with leadership.

About our benefits and perks:

✅ Remote-First Company
✅ Unlimited PTO
✅ Flexible & remote location
✅ Healthcare Coverage (Medical, Dental, Vision)
✅ 401k & bonus
✅ Registered Dietitian Sessions

Foodsmart is an Equal Opportunity Employer. It is our firm policy to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin, citizenship status, religious creed, age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.