Senior Member Support Manager

Most of what makes American healthcare expensive isnt medical care. Its the machinery wrapped around it: middlemen taking a cut fraud nobody stops and billing systems designed to fight over payment instead of deliver care. The result is higher premiums denied claims surprise bills and a system patients increasingly experience as adversarial.

Arlo is rebuilding health insurance for small businesses from first principles: making sure as much of every premium dollar as possible goes to care instead of getting absorbed by the system around it. We do that by identifying fraud earlier steering members toward higher-quality and lower-cost care automating operational overhead and eliminating vendors whose business exists mostly to take a cut.

AI is the foundation that makes this work. We use it across underwriting operations clinical programs and member experience to build an insurer that becomes more efficient as the technology improves.

Were already operating at meaningful scale: profitable hundreds of millions in premiums tens of thousands of members covered and growing quickly through brokers employers and partners. Backed by Upfront Ventures 8VC and General Catalyst with a team from Palantir YC companies and longtime healthcare operators.

We are looking for an experienced Senior Member Support Manager to lead and elevate our Member Advocate 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 48 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 were 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 510 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 (Intercoms 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

• 46 years of customer support management experience including leading a team of 3 or more

• 15 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

The expected base salary range for this role is $90000$110000 commensurate with experience. This is a fully remote position.

• High ownership: Youll get real responsibility from day oneour 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: Were moving fast and as we grow your scope will grow with usnew challenges bigger opportunities and rapid career velocity.

• Apply AI to a problem that matters: Instead of optimizing ads or cutting labor costs youll 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.

Arlo is an equal opportunity employer. We do not discriminate based on age race color creed or religion national origin sexual orientation gender identity or expression military status sex disability predisposing genetic characteristics marital status familial status status as a victim of domestic violence or arrest or conviction record as defined under New York State law.

Your safety matters to us. If youre selected to move forward in our hiring process youll hear directly from a member of our Recruiting team via an @ email address. We will never ask for personal or financial information outside of our formal onboarding process. When in doubt please reach out to us to verify at: .

Required Experience:

Manager