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about 1 month ago
Requirements and responsibilities
Arlo is rebuilding health insurance from the ground up using AI. The healthcare experience today is expensive, confusing, and often so frustrating that people delay the care they need. We’re changing that by reimagining what a health plan should be: a proactive partner that enables health rather than denying it. Our AI-native platform delivers continuous, personalized support for members—helping them navigate benefits, schedule appointments, access high-quality care, and avoid financial fear. Powered by the industry’s most advanced risk-pricing engine, Arlo is already scaling fast: we’ve grown to $XXXM in premiums, cover tens of thousands of people, and see accelerating demand across brokers, employers, and partners. Backed by Upfront Ventures, 8VC, and General Catalyst, our team combines deep industry expertise (Palantir, YC) with the ambition to modernize a $1T market.About the RoleWe are looking for an experienced Senior Member Support Manager to lead and elevate our Member Advocate team. In this role, you will own the full member support lifecycle — from day-to-day coaching and quality assurance to building scalable training programs, driving platform efficiency, and partnering cross-functionally to improve the member experience. This is a hands-on leadership role for someone who thrives in a startup environment, loves operational problem-solving, and is equally comfortable in a spreadsheet as they are on a coaching call.How You'll Spend Your TimeTeam Leadership & PerformanceManage a team of 4–8 Member Advocates, including daily conversation review, coaching, and weekly 1:1sConduct weekly quality assurance reviews and provide intensive coaching where neededOwn performance and metrics: ensure we're measuring the right things accurately and consistentlyLead weekly performance reviews with MAs and deliver weekly reporting covering top issues, volume by category, trends, root causes, and key metricsMember & MA ExperienceTake 5–10 member conversations per week to develop firsthand understanding of both the member and MA experienceProvide queue coverage as needed, particularly during peak seasonActively surface member pain points, trends, and experience improvement opportunities to ProductPlatform, Tooling & Knowledge ManagementOwn the Intercom back end: capacity limits, workflows, and process efficienciesTake the lead on Fin (Intercom's AI) as we scale automation capabilitiesOversee and maintain the internal knowledge baseDevelop and manage MA training and onboarding curriculum, including leading new hire trainingBuild a continuing education program — monitoring plan/benefit changes and creating change logs and documentationHiring & StaffingPartner with the Head of Customer Operations to maintain the staffing model and project capacity and headcount needsOversee the MA hiring process end-to-endCollaborate with the Talent Lead to evaluate pipeline quality and refine targeting and messagingWhat You Bring4–6 years of customer support management experience, including leading a team of 3 or more1–5 years of health insurance experience; level-funded background is a strong plusDemonstrated ability to build or scale a support function from the ground up — startup experience is highly valuedStrong reporting and data analysis skills; you know how to design a metrics framework, not just read a dashboardHands-on experience with support platforms; Intercom experience is a plusExcellent interpersonal and communication skills — you can coach, influence, and build trust at every levelA "no task too small" mindset with the flexibility to zoom out strategically and zoom in operationallyCompensationThe expected base salary range for this role is $90,000–$110,000, commensurate with experience. This is a fully remote position.Why Join Arlo:High ownership: You’ll get real responsibility from day one—our high-trust team empowers you to run with big problems and shape core parts of the company.Join an important mission: Your work directly influences how people access care and improves lives at scale.Growth & expansion: We’re moving fast, and as we grow, your scope will grow with us—new challenges, bigger opportunities, and rapid career velocity.Apply AI to a problem that matters: Instead of optimizing ads or cutting labor costs, you’ll use AI to fundamentally reimagine how people get healthcare.High pace, high collaboration: We operate with velocity, first-principles thinking, and a team that works closely, openly, and with ambition.Exact compensation inclusive of salary and any bonuses is determined based on a number of factors including experience and skill level, location, and qualifications which are assessed during the interview process.
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