Technical Customer Support Manager

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:

We’re looking for a Technical Customer Support Manager to join our rapidly growing consumer health tech startup on the Member Support team. In this role, you’ll lead a team of support agents who interface directly with members to resolve technical issues, troubleshoot bugs, and serve as the connective tissue between our members, product, and engineering teams. You will champion the member voice in internal prioritization, build scalable support processes, and surface trends that improve product quality and member experience.
The base salary for this role is $120,000 - $130,000 per year, commensurate with experience, qualifications, and may vary depending on candidate location.
This role is best suited for those energized by fast-paced environments, excited to build in a high-growth setting, and deeply motivated by our mission at Function. If you're looking for meaningful challenges, dynamic work, and the opportunity to make a real impact—we’d love to meet you.

Key Responsibilities:

• Lead, coach, and develop a high-performing team of technical support agents
• Design and manage coverage models, schedules, and escalation protocols
• Oversee bug troubleshooting and issue triage for member-facing problems
• Serve as the primary liaison between support and product/engineering teams
• Track and escalate technical issues with clear, structured communication
• Maintain and improve support workflows and documentation
• Partner with product and engineering to ensure quality product releases and stable member experiences
• Identify and analyze member trends and feedback to inform product roadmap

Qualifications/Skills:

• 4+ years of experience in customer or technical support, with 2+ years in a people management role
• Strong technical literacy—comfortable with APIs, logs, debugging, and product architecture
• Proven ability to lead, coach, and scale teams
• Excellent written and verbal communication across technical and non-technical stakeholders
• Experience with tools like Intercom, Jira or Linear, Notion, and basic analytics or reporting platforms

Nice to have items:

• Experience in health tech, SaaS, or other regulated industries
• Familiarity with QA processes and agile product development
• Exposure to member-first product iteration and feedback loops

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.