Member Support Supervisor

Member Support Supervisor

Employment Type: Full-time Location Type: Remote

Position Overview

Garner is seeking a full-time, remote Member Support Supervisor to lead a team of Associates on our fast-growing Concierge Team. The Concierge Team is central to Garner's operations, acting as the primary point of contact for our members. In this role, you will guide your team to provide personalized support via chat, email, and phone, assisting members in navigating complex healthcare decisions.

This position requires availability during scheduled shifts to ensure coverage for our members. Garner's business hours are Monday–Friday, 8 am–10 pm ET.

About Garner

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 (e.g., USA Today Top Workplaces 2025) designed to cultivate teamwork, trust, autonomy, exceptional results, and individual growth that creates an inflection point in your career.

Responsibilities

• Team Leadership & Development: Lead and develop a team of 8–12 Concierge Associates, conducting regular team meetings and 1:1s, and managing all aspects of individual performance, from coaching to development plans.
• Performance Oversight: Review ticket quality and utilize 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.

Requirements

• 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

• Base Salary Range: $65,000 - $80,000
• Eligibility: This role is eligible to participate in our equity incentive and competitive benefits plans.
• Benefits Include: Flexible PTO, Medical/Dental/Vision plan options, 401(k), Teladoc Health, and more.

Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws.

Fraud and Security Notice

Please be aware of recent job scam attempts. Our recruiters use the 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 and candidateprotection@getgarner.com.

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, gender, sexual orientation, age, marital status, veteran status, or disability status.