Garner Health
Member Support Supervisor
Job Summary
The role involves leading and developing a team of Concierge Associates responsible for providing personalized support to members via chat, email, and phone. The supervisor will oversee performance, review quality, and handle complex member inquiries while ensuring team scheduling and onboarding. The position requires a minimum of four years of experience in customer support or operations, with skills in leadership, process improvement, and data-driven decision-making. It is a full-time, fully remote role focused on enhancing member experience within a fast-paced startup environment.
Required Skills
Benefits
Job Description
Healthcare quality is declining and soaring costs are crushing American families and businesses. At Garner, we’ve developed a revolutionary approach to evaluating doctor performance and a unique incentive model that's reshaping the healthcare economy to ensure everyone can afford high quality care. By providing organizations relief from surging healthcare costs, we've experienced rapid adoption in the market and have more than doubled our revenue annually over the last 5 years, becoming the fastest growing company in our space. To support our continued growth, we're expanding our team by over 50% each year, seeking exceptional talent to shape our unique, award winning culture (for example, USA Today Top Workplaces 2025) designed to cultivate teamwork, trust, autonomy, exceptional results, and individual growth that creates an inflection point in your career.
About the role:
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.
Fraud and Security Notice:
Please be aware of recent job scam attempts. Our recruiters use getgarner.com email domain exclusively. If you have been contacted by someone claiming to be a Garner recruiter or a hiring manager from a different domain about a potential job, please report it to law enforcement here and to [email protected].
Equal Employment Opportunity:
Garner Health is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.Garner Health is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
Garner Health
Garner Health is the best way to reduce costs, improve employee engagement, and incorporate value-based care into your benefits program.
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