Sr. Manager, Member Support

Company Overview:

Function was founded with a singular focus: empower you to live 100 healthy years. We’re doing that by using the best available technology to make sure people don't suffer or die a preventable death. 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. 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 are building the future.

Role:

The Senior Manager, Member Support will lead and operationally own the full frontline support organization, currently consisting of four Managers, two Leads, and ~60 Member Support Agents. You will provide strategic and people leadership to ensure Function delivers an exceptional, consistent, and scalable support experience across all channels—including SMS, phone, email, and live chat.
In this role, you will guide managers, optimize systems, and champion continuous improvement across workflows, quality, and member experience. You’ll serve as the connective tissue between frontline operations and cross-functional partners, ensuring support insights meaningfully inform product, operations, and company priorities. You will also support your managers’ development, helping them grow into stronger coaches, operators, and leaders.This role is ideal for someone who thrives in fast-paced, high-growth environments, enjoys building scalable systems, and is deeply motivated by Function’s mission. If you are energized by leading leaders, solving operational challenges, and shaping a world-class member support organization, we’d love to meet you.

Key Responsibilities:

Leadership & Team Development

• Manage and develop four Managers and two Leads, driving a consistent, high-performing team culture
• Coach Managers on leadership, feedback delivery, and performance management
• Ensure clear operating rhythms across teams

Operational Excellence

• Own org-wide performance across CSAT, SLAs, quality, productivity, and response times
• Diagnose team and workflow issues quickly and partner with Managers on corrective action

Cross-Functional Partnership

• Identify trends in member contacts and collaborate cross-functionally to address systemic issues
• Represent the voice of the member and support team in cross-functional initiatives and roadmap discussions

Qualifications/Skills:

• Proven experience leading multi-level support teams, including direct management of Managers or Leads
• Strong operational and analytical mindset, with comfort using data to drive decisions
• Ability to thrive in fast-paced, high-growth environments with shifting priorities
• Clear, empathetic communicator skilled at setting expectations and influencing partners
• Demonstrated ability to develop leaders and hold teams accountable to high performance
• Strong judgment and emotional intelligence when managing escalations or complex issues
• Excellent written and verbal communication aligned with Function’s brand voice

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: