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Arlo

Health insurance that doesn't get in the way

Senior Member Support Manager

ManagerManagerFull TimeRemoteSeniorTeam 11-50Since 2022H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

22 days ago

Salary

$90K - $110K / year

Seniority

Senior

Bachelor Degree4 yrs expEnglish

Job Description

Senior Member Support Manager

Arlo

• Manage a team of 4–8 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 • Take 5–10 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 • 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 • 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

Job Requirements

  • 4–6 years of customer support management experience, including leading a team of 3 or more
  • 1–5 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

Benefits

  • High ownership: You’ll get real responsibility from day one—our 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 us—new 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.

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