Director of Member Support

Director of Member Support

Why Wellthy is for you!

Wellthy is a digital care concierge for families with chronic, complex, and ongoing care needs. By tackling the logistical aspects of caregiving, Wellthy helps employers increase productivity, improve retention, and reduce time away—all while giving employees the support they need to care for themselves and those they love.

Role Overview:

As the Director of Member Support at Wellthy, you are the cornerstone of our commitment to excellence. Your role is pivotal in leading and empowering a team of dedicated Member Support team, with the ultimate goal of providing our members with an unparalleled support experience. Through channels such as chat, email, and phone, you will guide your team in delivering empathetic, efficient, and effective assistance as well as explore opportunities to reduce support interactions through documentation, automation and self-service capabilities. This position is not just about leadership; it's an opportunity to make a tangible impact on the lives of those we serve, driving both the growth of your team members and the evolution of our member support strategies.

This role reports directly into the Chief Administrative Officer and will work closely with the Care Team, Engineering, Product, Security, and Client Success team.

Key Responsibilities

Team Leadership and Development

Cultivate a culture of empathy, support, and excellence within your team, building strong relationships with each member.

Provide consistent, constructive feedback and coaching, tailored to foster individual growth and professional development.

Recognize and celebrate team and individual achievements, fostering a positive work environment and a culture of appreciation.

Foster curiosity and interest in adopting new technologies and exploring the latest features of Wellthy’s products

Process Optimization

Spearhead initiatives to refine training programs and update operational processes, ensuring maximum efficiency and effectiveness.

Develop and implement best practices for addressing member challenges, converting these strategies into comprehensive support playbooks.

Collaboration and Partnership

Collaborate closely with cross-functional teams, including Engineering, Product, Client Success, Security, and Operations, to ensure a unified approach to member support.

Facilitate open channels of communication, ensuring seamless coordination and knowledge sharing across departments.

Continuous Improvement

Champion the ethos of continuous improvement, regularly seeking opportunities to enhance the member experience and operational efficiency.

Embrace innovation and forward-thinking solutions to address emerging challenges and adapt to the evolving needs of our members.

Ensure the team has deep expertise on both the service and digital experiences and create a process for them to continuously stay on the cutting edge as new services and features are launched

Establish SLOs and KPIs for the team and conduct regular operational reviews to identify areas for improvement

Innovation and Thought Leadership

Drive a culture of innovation within the Member Support team, encouraging creative problem-solving and out-of-the-box thinking to address member needs.

Stay abreast of industry trends, emerging technologies, and best practices in member support, leveraging this knowledge to drive continuous improvement and innovation in our support strategies.

Lead the exploration and implementation of new tools, technologies, and methodologies to enhance the efficiency, effectiveness, and personalization of member support interactions.

Encourage and support team members in exploring innovative solutions to challenges, providing opportunities for experimentation and learning.

Vendor Representation

Act as a brand ambassador in dealings with external vendors, upholding Wellthy's commitment to exceptional service and integrity.

Member Verification

Engage in initiatives to ensure the accuracy and security of member information, enhancing trust and safety within our community.

Requirements

7 to 10 years experience in customer support or service roles for a digital product or tech-powered service, with a marked preference for candidates who have demonstrated leadership or managerial prowess.

Outstanding communication and interpersonal skills, capable of building rapport and fostering positive relationships both internally and externally.

A genuine passion for continuous learning and improvement, with a particular interest in healthcare and the unique challenges faced by individuals with complex, chronic, and aging conditions.

Proficiency with Intercom and Zendesk and comfort with data analytics

Proven expertise in leveraging advanced technical solutions (ex: AI) and systems to streamline customer support processes and enhance team productivity

A proven ability to navigate and resolve new and complex situations with a strategic, solution-focused approach.

A Bachelor's degree or equivalent experience in a relevant field is required.

Total Rewards Package

Salary: $112,000-$145,000

Medical, dental and vision benefits within 30 days of hire.

Retirement saving account with matching company contributions.

Mental health benefits.

15 days paid vacation, two additional days for each subsequent years (up to a maximum of 25 days)

Professional development initiatives for growth.

Generous parental leave (maternal and paternal) during a new child’s first year (born into family, fostered or adopted).

What’s Next?

We encourage you to apply for this position by clicking the apply here button on job posting and attaching your resume. We understand that there is no “perfect” candidate and never expect every candidate to meet 100% of the qualifications listed above. We look for our Wellthian’s to enhance and advance our company from their past experiences. Our diverse backgrounds and perspectives are what make Wellthy a top company to work for. We hope that it not only encourages you but excites you to get started with our process.

All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability protected veteran status, or any other characteristics protect by law.

For those who require reasonable accommodations, please let us know on your application or email us at .