Senior Member Support Manager

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.

Team Leadership & Performance

• Manage a team of 48 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

Member & MA Experience

• Take 510 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

Platform, Tooling & Knowledge Management

• 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

Hiring & Staffing

• 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

What You Bring

• 46 years of customer support management experience, including leading a team of 3 or more
• 15 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

Compensation

The expected base salary range for this role is $90,000$110,000, commensurate with experience. This is a fully remote position.

Why Join Arlo:

• High ownership: You'll get real responsibility from day oneour high-trust team empowers you to run with big problems and shape core parts of the company.
• Join an important mission: Your work directly influences how people access care and improves lives at scale.
• Growth & expansion: We're moving fast, and as we grow, your scope will grow with usnew challenges, bigger opportunities, and rapid career velocity.
• Apply AI to a problem that matters: Instead of optimizing ads or cutting labor costs, you'll use AI to fundamentally reimagine how people get healthcare.
• High pace, high collaboration: We operate with velocity, first-principles thinking, and a team that works closely, openly, and with ambition.

Exact compensation inclusive of salary and any bonuses is determined based on a number of factors including experience and skill level, location, and qualifications which are assessed during the interview process. Arlo is an equal opportunity employer. We do not discriminate based on age, race, color, creed or religion, national origin, sexual orientation, gender identity or expression, military status, sex, disability, predisposing genetic characteristics, marital status, familial status, status as a victim of domestic violence, or arrest or conviction record, as defined under New York State law. Your safety matters to us. If you're selected to move forward in our hiring process, you'll hear directly from a member of our Recruiting team via an @joinarlo.com email address. We will never ask for personal or financial information outside of our formal onboarding process. When in doubt, please reach out to us to verify at: recruiting@joinarlo.com.