The head of our Member Experience (MX) Support team is an experienced operator who is passionate about creating and delivering best-in-class service and support for valued members.  You have experience in designing, building, and managing a multi-channel support organization.  You are also an innovative problem solver who drives results through data insights, acts with a sense of urgency, and thrives on leading teams to deliver excellence.

The salary range for this role is $130,000-185,000.


  • Develop and utilize innovative, integrated support channels (email, phones, chat, etc) to provide members with highly effective, responsive support, and highest standards of quality in all interactions
  • Serve as an internal advocate for our members, translating feedback across channels into actionable insights for leadership & the company
  • Build the strategy for our Member Experience with an aim to improve member satisfaction, streamline operations, and scale effectively and efficiently as the business grows
  • Establish team SLA’s and build a data-driven culture, establishing a clear framework to measure success
  • Manage operational dashboard to track and monitor key business metrics; maintain a high-level view of all open member issues, and present regular updates on open issues
  • Manage escalation of critical member issues, collect and synthesize feedback, and work cross-functionally (with Product, Marketing Clinical, Operations, etc.) to drive product enhancements, defect resolution, and continuous improvement
  • Hire, develop and mentor Member Experience team members, building a culture of excellence and exceptional member experiences
  • Continually seek opportunities to drive operational efficiency and improve both member and employee satisfaction


  • BA/BS Degree in a related discipline
  • 10+ years in a member-centric role, including 5+ years in leading scaled customer support teams in a call center environment
  • Core competencies include leadership, member relations, service recovery, process management, data analysis, performance metrics, problem solving, effective communication, business acumen, and technical aptitude
  • Ability to leverage problem-solving skills to empower others
  • Excellent customer management instincts and abilities, strong written and verbal communications, executive level presence and experience in facilitation
  • Flexible and organized; flexibility to support change and organization to follow through
  • A quick learner and comfortable using a variety of applications and software, such as Zendesk, Google-suite, and Slack
  • Previous experience at an early stage startup  – not afraid to roll up your sleeves!


At Calibrate, we’re committed to our vision of putting our members and our teammates in control of their health. Some of our benefits for 2023 include:

  • Competitive salary with opportunity for equity in an early stage, high growth business
  • Generous paid time off, including an all-company holiday over Thanksgiving week
  • Calibrate-funded health benefits (medical, dental, vision) – starting at zero cost to you
  • Calibrate-paid disability and basic life insurance to give you peace of mind during unforeseen events
  • Fertility, gynecology, and wellness support through Carrot Fertility
  • Therapy on your time with free access to Headspace and Ginger
  • An employee assistance program through Guardian to provide counseling across a range of personal topics
  • Remote team with a headquarters in NYC
  • Competitive Paid Parental Leave for parents


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