Manager, Member Support

Ezra AI

Ezra AI

Administration, Customer Service

United States · Remote

Posted on Apr 29, 2026
Manager, Member Support
US - Remote
Member Experience
Remote
Full-time

Company Overview:

Function Health is the AI operating system for health, designed to empower people to live 100 healthy years. We are redefining how individuals understand, measure, and improve their health by moving beyond reactive care and enabling proactive, data-driven insight into human biology. Function has been recognized as one of Fast Company's Most Innovative Companies of 2024, and is venture-backed by Andreessen Horowitz (a16z). Hundreds of thousands of members have joined Function to take control of their health.
Through advanced diagnostics, deep biomarker testing, longitudinal data, and AI-enabled insights, Function equips members with actionable intelligence to take control of both the quality and length of their lives.
Function recently announced a $298M Series B and is entering its next chapter of growth. As we scale, the quality and durability of our People systems, data, and insights will directly shape our ability to attract, retain, and support exceptional talent.
We are growing our team and seeking out world-class talent that deeply believes in our mission to positively impact global health, has a relentless bias toward action, and a growth mindset. Function fosters a collaborative and dynamic environment where every day we build the future.

Role:

The Member Support Manager is responsible for owning team performance, operational strategy, and organizational effectiveness across a team of support agents, Leads, and Senior MSAs. This role reports to the Senior Manager of Member Support.
You will oversee a team dedicated to providing comprehensive support to members across SMS, phone, email, and live chat. As Manager, you will monitor key performance indicators, drive process improvements, and own the staffing and planning decisions that enable the team to scale effectively over time.
This role carries direct people management responsibility for multiple Leads and Senior MSAs, while supporting and calibrating Leads in their ownership of MSA performance. You will own formal performance management at the Lead and Sr. MSA level, including evaluations, documentation, and improvement plans.
You will also play a leadership role within the broader Member Success organization by driving cross-functional alignment, owning operational improvements, and partnering closely with the Sr. Manager of Member Support on scaling the Member Support function.
Note: Given our team is dispersed across various timezones and working days (Monday–Sunday), there could be a need as we continue to evolve this role to be available on weekends. More to come on this.

Qualifications/Skills:

  • Adaptive, strategic thinker with strong operational judgment Able to quickly shift between tactical needs and long-term priorities without losing sight of team performance or business goals.
  • Proven ability to manage and develop leaders Experience coaching and holding team leads or senior contributors accountable, while building consistency in how performance management and team standards are applied across the organization.
  • Strong performance management and accountability mindset Comfortable owning team-level outcomes, addressing performance issues at the Lead and Sr. MSA level, and ensuring accountability cascades effectively through the team.
  • Ability to prioritize and operate with autonomy Effectively balances competing demands across team performance, staffing, and cross-functional initiatives with minimal oversight.
  • Operational and systems-oriented thinking Able to identify patterns, diagnose root causes, and implement scalable solutions that improve workflows, staffing models, and team efficiency over time.
  • Strong leadership and communication skills Clearly communicates expectations, performance feedback, and strategic direction to Leads and Senior MSAs, while ensuring alignment across the team.
  • Ability to balance business needs with team health Makes decisions that support both operational goals and sustainable team performance, while maintaining a high bar for accountability.
  • Excellent written and verbal communication skills, with strong execution of brand voice Ensures consistency and clarity in internal and external communication, aligned with Function's tone and member experience standards.

Core Responsibilities:

Please note: These are subject to adjustment as this role evolves.
  • Team Leadership & Performance Management Oversee team performance and ensure adherence to KPIs and quality expectations at all levels — MSA, Sr. MSA, and Lead. Coach, develop, and hold Leads and Sr. MSAs accountable for performance standards, while supporting Leads in driving accountability at the MSA level. Own formal performance management at the Lead and Sr. MSA level, including performance documentation, evaluations, and improvement plans. Conduct biweekly 1:1s with Leads and Sr. MSAs, and maintain visibility into team-level performance trends through regular touchpoints with Leads.
  • Team Development Mentor and develop Leads and Senior MSAs to strengthen operational leadership within the team. Ensure consistency across Leads in performance management practices, coaching expectations, documentation standards, and team experience. Own the weekly Lead team meeting, co-facilitate the Sr. MSA team meeting with Leads, and attend the weekly MSA all-team meeting.
  • KPI Ownership & Reporting Monitor and report on KPIs, performance metrics, and member contact trends. Own KPI performance and operational outcomes for the Generalist Team. Define and evolve Key Results and KPIs each quarter in partnership with the Sr. Manager, and ensure team-level progress is tied to the broader strategic direction each quarter.
  • Resource Planning & Operations Own week-to-week and forward-looking staffing strategy and workload planning in partnership with WFM and Leads. Ensure the team is appropriately resourced to meet business needs, maintain alignment with Leads on staffing decisions outside of normal expectations, and own the approval process for PTO, OT, and related requests across the full team.
  • Process Improvement & Operational Strategy Identify opportunities to streamline workflows, improve documentation, and increase operational efficiency. Own the prioritization and execution of improvement initiatives aligned to team KPIs, KRs, and organizational goals. Partner with the Sr. Manager to identify and advance initiatives that support scaling. Delegate smaller operational projects to Leads as bandwidth allows, while maintaining end-to-end ownership and reporting responsibility to MS leadership.
  • Cross-Functional Collaboration Partner with internal teams to address operational challenges and support continued business growth. Work with the Sr. Manager to align team initiatives with broader OKRs, product roadmap priorities, and business goals.

To be a strong fit, you embody our Core Values:

Ruthless Prioritization:
  • We don’t let perfect get in the way of progress.
  • We move quickly to drive value, not perfection.
  • We prioritize what drives impact.
  • We never compromise on standards of excellence.
Member-First, Always:
  • We design and deliver like we’re caring for someone we love.
  • We create clear, actionable, human experiences.
  • We prioritize responsiveness, peace of mind, and outcomes.
  • We empower members with truth, clarity, and care.
One Team, Moving Fast:
  • We are aligned in purpose, prioritization, and speed.
  • We gather diverse perspectives to make informed decisions.
  • We clear paths for each other and move fast together.
  • We communicate clearly and respectfully, rallying around shared goals.
Radical Ownership, Relentless Execution:
  • We don’t just ship—we own outcomes and drive results.
  • We act with urgency and precision.
  • We anticipate, initiate, and follow through.
  • We meet challenges with grit and pragmatism.
  • We embrace new tech to deliver better outcomes.
Mission Over Ego:
  • We are ruthlessly aligned to our mission—and leave ego at the door.
  • We disagree and commit.
  • We don't tolerate politics or withholding information.
  • We operate with honesty, transparency, and respect.
Sustained Integrity in Every Detail:
  • We earn trust by obsessing over accuracy, quality, and clarity in everything we do.
  • We prioritize clinical precision—data must be right.
  • We sweat the details because outcomes depend on them.

Why You'll Love Working With Us:

We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged. If you are a highly motivated and experienced individual who is passionate about using technology to improve people’s lives, we would love to hear from you.
At Function, we celebrate diversity and are committed to building an inclusive and equitable workforce. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, sex (including gender identity and sexual orientation), national origin, age, disability, veteran status, marital status, ancestry, or any other characteristic protected by applicable law.
Join the Function Health team and become a part of our mission to revolutionize healthcare. Work with us to make a difference in the lives of thousands, ensuring a healthier future for all. Discover more about us and how we're changing the face of healthcare at Function Health.
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