We’re looking for a full-time Member Services Lead to lead a group of Concierge Associates on our high growth Member Services team and serve as an escalation point for Garner’s members. The role is focused on delivering a best-in-class member experience by digitally engaging to help members find the right healthcare for their needs.

Member Services serves as the voice of Garner, so you should be passionate about member services and helping people solve their problems. In this role, you will become an expert on Garner’s product, operations, and the needs of our members. For the strongest candidates, this is a jumping off point to grow within the company.

To ensure that we have coverage for Garner users, Member Service Leads will have some coverage requirements. Current service operates weekdays during east coast business hours, though that may change in the future as needs dictate. Garner is headquartered in NYC, but this position is remote.

Responsibilities Will Include:

• Delivering exceptional service to our members on the most complex tickets via phone, chat, and email, offering education and guidance to help them understand their benefit and find the right provider
• Overseeing the quality and efficiency of the Concierge Associates and ensuring all key performance metrics are being met
• Answering detailed process questions by team members and ensuring all issues are resolved in a timely manner
• Coaching team on best practices and identifying areas of improvement in current processes
• Relaying member feedback to product and operations teams to improve Garner’s solution
• Maintaining detail-oriented working knowledge of employer health benefits and insurance

The Ideal Candidate Has:

• Minimum of 4 years relevant experience with increasing levels of responsibility
• Experience managing a team and driving excellent results
• A passion for helping people solve their problems, with an ability to think creatively and empathetically while staying calm under pressure
• Excellent written and verbal communication skills
• A high level of process-orientation, digital organization, and resourcefulness
• A desire to work in a rapidly evolving startup environment
• A desire to be a part of our mission to improve the healthcare system

The salary range for this position is: $50,000 - $70,000. Compensation for this role will depend on a variety of 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.