Member Support Supervisor

Garner is looking for a full-time, remote Member Support Supervisor to lead a team of Associates on our fast-growing Concierge Team. The Concierge Team sits at the heart of Garner’s operations, serving as the primary point of contact for our members. You will guide your team to offer personalized support through chat, email, and phone, helping members navigate complex healthcare decisions.

This role requires being on-call during scheduled shifts to ensure coverage for our members. Garner’s business hours are Monday–Friday, 8 am–10 pm ET.

This position is fully remote.

What you will do:

• Team Leadership & Development: Lead and develop a team of 8–12 Concierge Associates, holding regular team meetings and 1:1s and managing all aspects of individual performance, from coaching to development plans
• Performance Oversight: Review ticket quality and use data to hold your team accountable; ensure consistent adherence to Garner’s processes and standards for service timeliness and quality
• Expert Support & Escalation: Act as a subject matter expert, handling the most complex member inquiries and serving as the primary point of resolution for questions from your team and internal stakeholders
• Scheduling & Training: Ensure appropriate team scheduling to meet member demand and oversee the successful onboarding and training of new team members
• Process Improvement: Identify and implement initiatives to enhance the member experience and relay member feedback to improve Garner’s product

What you will bring to the team:

• A minimum of 4 years of experience in a customer support or operations role, with a proven track record of managing a team to drive excellent results
• A passion for developing team members and helping users
• The ability to think creatively and stay calm under pressure
• A data-driven approach to decision-making and process improvement
• A desire to work in a fast-paced startup environment and a willingness to “roll up your sleeves” to get the job done
• A genuine interest in our mission to improve the U.S. healthcare system

Compensation Transparency:

The base salary range for this position is $65,000 – $80,000. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans, including but not limited to: flexible PTO, Medical/Dental/Vision plan options, 401(k), Teladoc Health and more.