Who you are

- This role is ideal for someone who thrives in fast-paced environments, can confidently make real-time decisions, has experience making operational calls quickly, and is energized by supporting both team performance and individual development

- Strong real-time operational decision-making skills: Able to assess situations quickly, prioritize effectively, and make confident decisions that impact workflow, staffing, and member experience throughout the day

- Proven ability to manage and develop individual contributors, including senior contributors: Experience coaching, providing feedback, and holding team members accountable, with the ability to own performance management for both MSAs and Sr. MSAs end-to-end

- High ownership and accountability mindset: Takes full responsibility for day-to-day team performance, workflow execution, and operational outcomes, with a strong bias toward action and problem-solving

- Ability to operate effectively in fast-paced, high-volume environments: Comfortable managing multiple priorities simultaneously, shifting gears quickly, and maintaining focus under pressure

- Strong communication and interpersonal skills: Able to clearly communicate expectations, deliver feedback in real time, and build trust with MSAs, Sr. MSAs, and the Sr. Manager

- Coaching and feedback delivery skills: Able to deliver both real-time and structured coaching in a way that is direct, constructive, and focused on improving performance and development

- Operational awareness and attention to detail: Strong understanding of workflows, processes, and performance signals, with the ability to identify issues quickly and take action

- Ability to balance team support with accountability: Supports team members through challenges while maintaining clear expectations and holding a high bar for performance and quality

- Comfort working within structure while exercising judgment: Able to operate within defined processes and guardrails, while confidently making decisions when situations fall outside of standard expectations

- Excellent written and verbal communication skills, with strong execution of brand voice:



Ensures clear, consistent communication internally and externally, aligned with Function's member experience standards

- Additional: Ability to work Monday–Friday. This opening is ideally suited for someone with availability in the later afternoon/early evening (not required, but preferred). Ability to support periodic weekend and holiday on-call coverage on a rotating basis

What the job involves

- We are seeking a Team Lead, Member Support to own day-to-day team operations and act as the primary operational point of contact between frontline agents and Member Support leadership on our Generalist team

- You will support a group of 10+ Member Support Agents (MSAs), including 2+ Senior MSAs, ensuring workflow efficiency, quality, and alignment with operational goals in real time

- This position oversees their own teams, alongside 3 other team leads who do the same

- As a Team Lead, you will guide task execution, decide how work is prioritized and distributed, and ensure team performance meets expectations throughout the day

- You'll support Senior MSAs on escalations, coaching moments, and critical errors, while carrying direct people management responsibility for MSAs and Senior MSAs — including performance management, coaching, and development

- This role reports directly to the Sr. Manager of Member Support, who provides strategic guidance, calibration support, and partnership on planning and cross-functional work

- Lead Day-to-Day Operations: Own real-time execution across whole-team workflows, ensuring tasks are prioritized, delegated, and progressing on schedule — especially anything high-urgency or high-impact. In addition to holding yourself and Sr. MSAs accountable to proactive,



real-time support to ensure member support excellence

- Own People Management &
- Development: Hold biweekly 1:1s (minimum 20–30 minutes) with every direct report — both MSAs and Senior MSAs — focused on performance, coaching, and development. Own end-to-end performance documentation, evaluations, and performance improvement plans for both levels, keeping the Sr. Manager informed on agent-level performance and aligned during your own biweekly 1:1

- Own Escalation Management: Serve as the point of contact for real-time questions, escalations, and issue triage from Senior MSAs, fully owning Tier 4 escalations per the team's rotational system

- Drive Team Performance: Monitor performance signals daily, review the coaching log, and own formal coaching responses and critical error follow-up when a pattern continues past informal coaching

- Own Real-Time Staffing &

- Scheduling: Manage day-to-day staffing and workload allocation — monitoring inboxes, activating overtime, redistributing coverage based on volume, and tracking shift adherence. Own the monthly scheduling process end-to-end, keeping schedules accurate as changes occur, in partnership with WFM

- Ensure Quality &

- Standards: Partner with Senior MSAs who conduct QA reviews to ensure findings are actioned consistently, and regularly communicate quality themes — wins and areas of concern — back to the team

- Support Onboarding &

- Training: Help identify training needs and development opportunities, and partner with the Sr. Manager on prioritization

- Identify &

- Drive Improvements: Proactively analyze trends and contributors to inbox health and volume, surfacing operational insights and workflow, documentation, and tooling opportunities to the Sr. Manager regularly

- Build Team Culture: Own the weekly team meeting with MSAs and Senior MSAs and the monthly Senior MSA-only meeting with the other team leads, fostering a positive, collaborative environment aligned with Function's mission and values

Perks

- Choose your own holidays
- 401k Match

- Health Insurance

📌 Team Lead (Canada)
🏢 Function
📍 Canada