Senior Member Support Manager

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.

We 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.

• Manage a team of 4–8 Member Advocates, including daily conversation review, coaching, and weekly 1:1s

• Conduct weekly quality assurance reviews and provide intensive coaching where needed

• Own performance and metrics: ensure we're measuring the right things accurately and consistently

• Lead weekly performance reviews with MAs and deliver weekly reporting covering top issues, volume by category, trends, root causes, and key metrics

• Take 5–10 member conversations per week to develop firsthand understanding of both the member and MA experience

• Provide queue coverage as needed, particularly during peak season

• Actively surface member pain points, trends, and experience improvement opportunities to Product
  

• Own the Intercom back end: capacity limits, workflows, and process efficiencies

• Take the lead on Fin (Intercom's AI) as we scale automation capabilities

• Oversee and maintain the internal knowledge base

• Develop and manage MA training and onboarding curriculum, including leading new hire training

• Build a continuing education program — monitoring plan/benefit changes and creating change logs and documentation
  

• Partner with the Head of Customer Operations to maintain the staffing model and project capacity and headcount needs

• Oversee the MA hiring process end-to-end

• Collaborate with the Talent Lead to evaluate pipeline quality and refine targeting and messaging

• 4–6 years of customer support management experience, including leading a team of 3 or more

• 1–5 years of health insurance experience; level-funded background is a strong plus

• Demonstrated ability to build or scale a support function from the ground up — startup experience is highly valued

• Strong reporting and data analysis skills; you know how to design a metrics framework, not just read a dashboard

• Hands-on experience with support platforms; Intercom experience is a plus

• Excellent interpersonal and communication skills — you can coach, influence, and build trust at every level

• A "no task too small" mindset with the flexibility to zoom out strategically and zoom in operationally