Member Success Associate, Lab Visit Support

Company Overview

Overview of Role

Qualifications & Skills

• Strong Member-Facing Communication Skills Able to communicate clearly, professionally, and with empathy across chat, phone, email, and text channels. Adapts communication style to the member's situation while consistently reflecting Function's brand voice.
• Sound Judgment and Real-Time Problem Solving Able to assess member situations quickly, determine the appropriate path forward, and confidently manage complex or sensitive cases while balancing member needs with company policies and processes.
• Ability to Navigate High-Sensitivity Situations Comfortable handling emotionally charged, urgent, or time-sensitive member interactions. Maintains professionalism while de-escalating situations and building member trust.
• Demonstrated Workflow Adherence Understands the importance of following established workflows and executes processes consistently and accurately prior to resolution or escalation.
• Ownership Mindset and Self-Sufficiency Takes initiative, follows through on commitments, and remains productive without requiring close oversight in a fully remote environment.
• Adaptability in a Fast-Paced Environment Comfortable navigating change, shifting priorities, and ambiguity while continuing to deliver high-quality member experiences.
• Proficiency with Digital Tools and CRM Systems Able to efficiently navigate internal platforms, CRM systems, and productivity tools to manage interactions, track inquiries, and maintain accurate records.
• Excitement to incorporate AI into workflows Leveraging AI and remaining open and eager to use these tools to increase productivity and efficiency. 
• Availability and Schedule Reliability Able to commit to a consistent schedule with a shift start times between 6:00–7:00 AM EST Monday through Friday with prioritized coverage on Monday, Friday and Saturday.
• Interest in Health, Wellness, or Consumer Technology (preferred) Familiarity with healthcare, wellness platforms, or high-growth consumer technology companies is a plus.
• Experience in a Quality-Scored Support Environment (preferred) Previous experience working in environments where interactions are evaluated against quality standards and service metrics.

Core Responsibilities

• Support members in real time through chat, phone, email, and text channels, delivering a high-quality experience across every interaction.
• Provide specialized support for active lab visit issues and membership-related questions, helping members navigate complex or time-sensitive situations.
• Take inbound and outbound phone calls as needed to resolve issues, provide updates, and de-escalate member concerns.
• Model Function's brand voice and member-first communication standards across all channels.
• Develop and maintain a comprehensive understanding of Function's platform, lab operations, member workflows, and evolving product offerings.
• Handle complex, urgent, or high-sensitivity member cases with empathy, professionalism, and sound decision-making.
• Follow LVS workflows accurately and consistently, completing all required steps prior to resolution or escalation.
• Exercise strong judgment in determining when situations can be resolved independently versus when Sr. MSA or Lead involvement is required.
• Escalate member situations appropriately and in a timely manner when they exceed scope, fall outside standard processes, or carry meaningful risk.
• Maintain awareness of individual performance against quality and productivity expectations, including QA scores, member satisfaction, and response metrics.
• Utilize internal systems and tools effectively to document interactions, track inquiries, and maintain accurate records.
• Communicate proactively with Sr. MSAs and leadership when issues arise, patterns emerge, or additional support is needed.
• Adhere to assigned schedules and maintain responsiveness throughout working hours to support member coverage needs.
• Contribute to onboarding, knowledge-sharing, and team initiatives as opportunities arise.

To be a strong fit, you embody our Core Values

• Ruthless Prioritization:
  • We don’t let perfect get in the way of progress.
  • We move quickly to drive value, not perfection.
  • We prioritize what drives impact.
  • We never compromise on standards of excellence.
• Member-First, Always:
  • We design and deliver like we’re caring for someone we love.
  • We create calendar, actionable, human experience.
  • We prioritize responsiveness, peace of mind, and outcomes.
  • We empower members with truth, clarity, and care.
• One Team, Moving Fast:
  • We are aligned in purpose, prioritization, and speed.
  • We gather diverse perspectives to make informed decisions.
  • We clear paths for each other and move fast together.
  • We communicate clearly and respectfully, rallying around shared goals.
• Radical Ownership, Relentless Execution:
  • We don’t just ship– we own outcomes and drive results.
  • We act with urgency and precision
  • We anticipate, initiate, and follow through.
  • We meet challenges with grit and pragmatism.
  • We embrace new tech to deliver better outcomes.
• Mission Over Ego:
  • We are ruthlessly aligned to our mission– and leave ego at the door.
  • We disagree and commit.
  • We don't tolerate politics or withholding information.
  • We operate with honesty, transparency, and respect.
• Sustained Integrity in Every Detail:
  • We earn trust by obsessing over accuracy, quality, and clarity in everything we do.
  • We prioritize clinical precision– data must be right.
  • We sweat the details because outcomes depend on them.

Why You'll Love Working With Us