# Lab Visit Support Lead

**Company:** [Function Health](https://hotfix.jobs/companies/function-health)
**Location:** Remote
**Role:** Customer Support
**Experience:** 5+ years
**Skills:** Performance Management, Workforce Planning, Staffing, Scheduling, Escalation Management, Quality Assurance, Kpi Monitoring, Coaching, Onboarding, Workflow Optimization, Member Support, Cross-Functional Collaboration
**Posted:** 2026-08-25

> Leads daily operations and people management for a Lab Visit Support team, overseeing staffing, quality, escalations, coaching, and member experience. The role requires strong operational judgment, frontline team-management experience, and availability for specified weekday shifts plus rotating weekend and holiday on-call coverage.

## Job Description

## Responsibilities
- Lead day-to-day operations for a Lab Visit Support team of approximately 10 Member Support Agents.
- Manage, coach, and develop Member Support Agents and Senior Member Support Agents, including performance management, feedback, accountability, and growth.
- Monitor productivity, quality, adherence, staffing, and other key performance indicators; address performance gaps.
- Manage real-time staffing, schedules, coverage, overtime, time off, and workload allocation based on member demand.
- Resolve complex and high-priority member and operational escalations, including lab order corrections, scheduling changes, cancellations, preparation questions, and system outages.
- Partner with Senior Member Support Agents to maintain quality standards, address critical errors, and support onboarding and training.
- Identify workflow inefficiencies, documentation gaps, and tooling opportunities; own daily improvements and partner with the LVS Manager on broader initiatives.
- Collaborate cross-functionally across Member Experience and Operations to investigate issues and improve workflows.
- Provide frontline performance, staffing, quality, and member-experience insights to the LVS Manager.
- Lead team touchpoints and foster communication, collaboration, accountability, and connection to the company mission.
- Work Monday through Friday, including Mondays as a critical coverage day, on either a 6:00 a.m.–3:00 p.m. ET or 11:00 a.m.–8:00 p.m. ET schedule.
- Participate in periodic weekend and holiday on-call coverage on a rotating schedule.

## Requirements
- Proven experience managing, coaching, and developing frontline teams, including end-to-end performance management and accountability.
- Strong real-time operational judgment in high-volume environments.
- Ability to prioritize quickly, make staffing and workflow decisions, and solve problems effectively.
- Action-oriented and accountable, with the ability to manage competing priorities while maintaining high standards for quality and member experience.
- Strong coaching skills, including delivering clear, constructive feedback in the moment and during structured performance conversations.
- Excellent written, verbal, communication, and interpersonal skills.
- Ability to build trust across frontline teams, senior team members, and leadership.
- Strong attention to detail and operational awareness.
- Ability to identify issues early, exercise independent judgment, and drive resolution.
- Ability to consistently represent the company’s brand voice.

## Similar jobs

- [Senior Customer Contact Specialist, Chat Support](https://hotfix.jobs/jobs/6f2a72c4-52a7-414a-b7ce-5dea51ce1727) - Upstart - Columbus, OH - $25 – $25/hr
- [Senior Borrower Success Associate](https://hotfix.jobs/jobs/e93c9bfe-3279-4428-b2a0-e4733d26c861) - Upstart - Remote - $23 – $31/hr
- [Customer Experience Manager](https://hotfix.jobs/jobs/9675ddd3-ae57-496b-8d4e-49968ec46d28) - Harvey - San Francisco, CA - $144k – $216k/yr
- [Senior Associate - Active Trading Support](https://hotfix.jobs/jobs/52e6dcdd-2920-47ac-bf76-9b661f2619d5) - Clear Street - New York, NY
- [Lead, Member Support](https://hotfix.jobs/jobs/9c251e96-2d92-42f4-bbb6-6c0532b3585e) - SmithRx - Plano, TX - $54k – $64k/yr

**Apply:** https://hotfix.jobs/jobs/9d7021b0-d3a6-4422-be5b-d06b93bee426
**Canonical:** https://hotfix.jobs/jobs/9d7021b0-d3a6-4422-be5b-d06b93bee426