Customer Support Manager

Zion HealthShare is a nonprofit medical cost-sharing program that provides an organized structure for members to contribute toward each other’s medical costs. We offer individuals and organizations across the country an affordable alternative to insurance; this provides peace of mind. Our goal is to be America’s leading HealthShare. We strive to meet our members’ needs on a personal level by following our core values: simplicity, compassion, transparency, and community. Everything we do for our members is to ensure they feel respected and to let them know we truly care about their needs. Our mission is to change the healthcare industry by connecting like-minded individuals to an innovative and affordable medical cost-sharing community. About the role The Member Support Manager oversees the day-to-day operations of the Member Support Department, leading a team of 20+ employees responsible for key aspects of the member experience, including member administration, education, and support. The position ensures members receive accurate, consistent, and high-quality service while developing efficient policies, SOPs, processes, and workflows that support organizational goals and business initiatives. As a member of the leadership team, the Member Support Manager works cross-functionally to align member-facing operations with the organization’s mission, business objectives, and company culture. The role oversees hiring, training, performance, and employee expectations while promoting accountability, efficiency, and a strong member-focused culture. What you’ll do Oversee the day-to-day operations of the Member Support Department and a team of 20+ employees. Ensure a consistent, accurate, and high-quality member experience across administration, education, and support. Develop, implement, and maintain SOPs, policies, workflows, scripts, and processes that improve efficiency and service quality. Establish clear departmental goals, performance expectations, and accountability standards. Lead, coach, and develop team members while fostering a positive, professional, and member-focused culture. Oversee hiring, onboarding, training, and ongoing education for Member Support employees. Monitor department performance, identify operational trends and gaps, and implement improvements as needed. Manage complex member concerns and escalations, ensuring appropriate and timely resolution. Collaborate cross-functionally to improve member-facing processes and ensure consistency across departments. Support the implementation of organizational initiatives, strategic objectives, and process improvements. Communicate departmental needs, challenges, and opportunities to organizational leadership. Ensure Member Support operations remain aligned with the organization’s mission, business objectives, and company culture. Qualifications 5+ years of experience in customer service, member services, operations, healthcare administration, or a related field. 3+ years of experience in a supervisory or management role, preferably overseeing a team of 10+ employees. Demonstrated experience leading teams, managing employee performance, and establishing clear expectations and accountability. Strong understanding of customer/member service principles and the ability to manage complex member needs and escalations. Experience developing, implementing, and improving SOPs, policies, workflows, and operational processes. Strong organizational and problem-solving skills with the ability to manage competing priorities in a fast-paced environment. Excellent verbal and written communication skills, with the ability to communicate effectively with employees, leadership, and members. Demonstrated ability to collaborate cross-functionally and build effective working relationships across departments. Ability to analyze operational challenges, identify opportunities for improvement, and implement practical solutions. Strong judgment, professionalism, and discretion when handling sensitive member and employee matters. Proficiency with Microsoft Office and the ability to learn and effectively utilize organizational systems and technology. Preferred Qualifications Bachelor’s degree in Business Administration, Healthcare Administration, Management, Communications, or a related field. Experience working in healthcare, health benefits, health sharing, insurance, or a similar member-focused organization. Experience managing a large customer or member support operation. Experience with CRM, ticketing, call-center, membership, or other customer/member management systems. Experience developing performance metrics, KPIs, quality assurance programs, or service-level standards. Experience leading organizational change, process improvement, or department-wide initiatives. Medical, dental, and vision benefits 401(k) plan with company match Paid time off (PTO) Short-term disability insurance Life Insurance 11 Paid holidays The pay range for this role is: 80,000 - 90,000 USD per year (St George) #J-18808-Ljbffr