Lead, Member Support
About the Role
We are looking for Member Experience teams are unifying into a single, engineering-led organization built around the end-to-end member journey. This role sits at the center of that shift — you'll manage live operations and coach a team of support specialists while helping drive the transition away from manual, reactive support toward automated, self-service-first member interactions.
Key Responsibilities
Lead and Develop the Member Support Team
- Coach a team of Member Support Specialists and Senior Support agents, fostering a collaborative environment aligned with company values: Goal-Centric, Customer-Centric, Empowerment, 10X Principles, Bias for Action, and Outcomes Over Outputs.
- Conduct regular 1:1s and performance reviews focused on continuous development.
- Partner with the India GCC support pod (email/SMS/macro) to ensure consistent quality and clear escalation paths between offshore and US-based agents.
Manage Live Operations (Ops Captain)
- Act as Ops Captain on rotation — own escalation handling, SLA adherence, and real-time issue resolution across the unified Zendesk queue.
- Monitor HealthOS order status and triage Pending/Error queue issues, routing technical exceptions to the Care Engineering team.
- Maintain shift coverage and workload distribution across US and offshore support layers.
Drive Automation and Self-Service Adoption
- Champion the shift to an automation-first model: partner with App Engineering and the India engineering pod to surface repetitive ticket categories and translate them into Jira automation tickets.
Support deflection initiatives targeting- 30% of volume handled via AI/self-service (WISMO, order modifications, portal login, billing changes).
- Write and maintain SOPs and Zendesk macros that encode decisions once — reducing reliance on ad hoc escalation.
Own Queue Governance and Reporting
- Maintain one Zendesk queue with clear routing rules and RACI compliance.
- Report on the unified scorecard weekly: self-service deflection %, orders out of SLA, cost per contact, CSAT, and Trustpilot score.
- Surface data-driven insights to leadership and cross-functional partners to drive continuous improvement.
Support Operational Transitions
- Manage support continuity through the HealthOS migration and Bask wind-down — protecting member experience as repeat GLP orders migrate to monthly plans over approximately two months.
- Contribute to onboarding documentation, training materials, and quality assurance for both US and offshore agents.
What You'll Achieve
First 30 Days
- Build rapport with the Member Support team; understand current performance metrics, escalation patterns, and we queue structure.
- Shadow current leads through live operations; learn HealthOS, Zendesk, and the Bask/HealthOS dual-queue environment.
- Lead shifts independently, resolve escalations, and deliver first data-driven insights on deflection and SLA performance.
Days 31–60
- Conduct monthly performance reviews; provide actionable feedback to agents and offshore leads.
- Develop fluency in scheduling via Zendesk Workforce Management.
- Identify top automation opportunities; write or contribute to the corresponding Jira tickets.
Days 60–90
- Own full operational leadership — daily operations, shift management, queue governance, and offshore coordination running smoothly.
- Present progress and scorecard results to senior leadership, with clear attribution of your impact on CSAT, deflection rate, and SLA performance.
- Lead at least one initiative improving self-service deflection, agent quality, or reporting.
About You
- 8+ years in customer service or support, including 2+ years in a leadership role.
- Comfortable operating in a platform-heavy environment — HealthOS, Zendesk, or similar order/support tooling.
- Strong communicator with experience coordinating across time zones and between onshore and offshore teams.
- Data-driven: you pull your own reports, spot trends, and propose solutions before being asked.
- Adaptable and calm under volume spikes or operational transitions.
- Familiar with automation-first support principles — you don't want to solve the same problem twice.
About Softobiz Technologies
Softobiz Technologies is a technology and product services company headquartered in India, operating Global Capability Centers (GCCs) for leading international clients across healthcare, fintech, and enterprise software. Our GCC model enables world-class talent in India to work directly within the product and engineering teams of our global partners, contributing meaningfully to product strategy, growth, and operations
Innovation begins with like-minded people aiming to transform the world together. At Softobiz, we invite you to become a part of an organization that has been helping clients transform their business by fusing insights, creativity, and technology. With a team of 400+ technology enthusiasts, we have been trusted by leading enterprises around the globe for over 18+ years.
At Softobiz, we foster a culture of equality, learning, collaboration, and creative freedom, empowering our employees to grow and excel in their careers. Our technical craftsmen are pioneers in the latest technologies like AI, machine learning, and product development.
Why Should You Join Softobiz?
- Work with technical craftsmen who are pioneers in the latest technologies.
- Access training sessions and skill-enhancement courses for personal and professional growth.
- Be rewarded for exceptional performance and celebrate success through engaging parties.
- Experience a culture that embraces diversity and creates an inclusive environment for all employees.
Softobiz is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be afforded equal employment opportunities without discrimination based on race, creed, color, national origin, sex, age, disability, or marital status.
