Director, Member Support

About us

Pomelo Care is the national leader in evidence-based healthcare for women and children. We deliver personalized, high-quality clinical interventions from reproductive care and pregnancy, infant care and pediatrics, to hormonal health through perimenopause and menopause, with long-term preventive care and condition management. Our model delivers 24/7 multispecialty care to address the medical, behavioral, and social factors that most significantly impact outcomes for women and children. We partner with payers, employers, and providers to expand access to quality healthcare across the system.

Role Description

Your North Star: Build and scale a world-class Member Support organization from the ground up that acts as the compassionate first line of defense for our patients.

In this role, you will sit within the Market Operations organization and own the strategic vision for Member Support outside of clinical care. Your mandate includes defining the organizational structure, overseeing the implementation of the support technology stack, and driving operational excellence. You will establish rigorous performance standards, utilizing data to manage SLAs and optimize CSAT and NPS, ensuring a high-quality, measurable member experience.

Key Responsibilities: 

• Build the Foundation: Design and execute the strategic vision for the Member Support function, taking it from a concept to a fully operational department. This includes assessing current internal capabilities structuring workflows to support best in class member support.
• Team Leadership: Build and scale a world-class support organization. Define the long-term talent strategy, recruit for key positions, and mentor the team to foster a cohesive culture of empathy, urgency, and problem-solving.
• Tech Stack Implementation: Lead the selection, configuration, and implementation of our support infrastructure as well as evaluate existing tools like Zendesk. Leverage experience with similar systems to architect workflows.
• Process Development: Oversee the creation and documentation of comprehensive Standard Operating Procedures (SOPs) for patient inquiries, ensuring consistency in how we handle eligibility checks, scheduling, and general questions. 
• Cross-Functional Collaboration: Partner closely with Clinical Operations, Product, and Engineering to ensure patient feedback loops are closed and that support workflows integrate seamlessly with clinical care pathways.
• Data & Analytics: Define key performance indicators (KPIs) such as response time, resolution time, and CSAT/NPS. Build dashboards to monitor team performance and identify trends in patient needs.

Who you are

• 7+ years of experience in Customer Support or Member Experience contact center environment, with at least 3+ years in a leadership role.
• A Builder & a Coach: You have experience building teams from the ground up but are equally comfortable inheriting, coaching, and upskilling existing team members shifting into new roles.
• Tech-Savvy: You have hands-on experience implementing and optimizing support ticketing systems. Specific experience implementing and customizing Zendesk is a strong plus.
• Healthcare Background: You understand the complexities of the US healthcare system (insurance eligibility, referrals, HIPAA compliance) and bring a patient-first mindset to every interaction.
• Data-Driven: You are proficient in using data to make decisions, capacity plan, and drive operational efficiency.
• Collaborative: You have a track record of working cross-functionally with clinical teams, product managers, and operators.

Why you should join our team

By joining Pomelo, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup where you will have a profound impact on the patients we serve. And you'll learn, grow, be challenged, and have fun with your team while doing it.

We strive to create an environment where employees from all backgrounds are respected. We value working across disciplines, moving fast, data-driven decision making, learning, and always putting the patient first. We also offer:

• Competitive healthcare benefits
• Generous equity compensation
• Unlimited vacation
• Membership in the First Round Network (a curated and confidential community with events, guides, thousands of Q&A questions, and opportunities for 1-1 mentorship)

At Pomelo, we