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Bento: Member Support Manager

M13

M13

Customer Service
Remote
Posted on Saturday, April 13, 2024
Bento is on a mission to ensure that lack of consistent access to nutritious food is no longer a barrier to one's health, happiness or pursuit of purposeful life. Over half of all adults in the US have a nutrition related chronic disease, such as diabetes, hypertension or heart disease, disproportionately impacting low income community members. Despite the best intentions of food banks, government food assistance programs and legacy disease management programs, these solutions have not been sufficient to effectively address and eliminate this problem, which has only gotten worse, not better. As a venture-backed startup, Bento is taking a new approach.
Bento provides members with stigma-free access to convenient and nutritious food that has been curated by a team of Bento registered dietitians and delivered from nearby grocery stores in and around our member's community. This not only improves our member’s overall quality of life, but also generates the trust and consistency needed for Bento to connect and engage them with the critical healthcare resources needed to improve their health outcomes. Recently approved by Medicaid as a medically tailored nutrition provider, Bento is rapidly expanding access to millions of eligible at-risk community members through partnerships with state and county medicaid plans.
About The Role
The Member Support Manager will be responsible for delivering a world class member support experience for all Bento members and prospective members. By developing, managing and optimizing Bento member support processes and procedures, you will have a direct impact on people’s lives. This role requires the capacity to be process oriented and flexible, with an empathetic aptitude to translate member experiences and unmet needs into optimized member support processes. Success in this role will require a desire to support Bento members without judgment coupled with a willingness to roll up your sleeves and do what it takes to resolve a member’s unmet need with dignity.
This role reports to the Director of Member Operations.

Responsibilities Include:

  • Member Support Processes
  • Lead the development, implementation and ongoing optimization of Bento’s member support function across multiple channels: sms, voice/phone, email and web
  • Establish clear and well understood internal and external channels for support-related communication
  • Audit and refine current member support experiences, services, and tools to identify opportunities for greatest impact
  • Identify and implement future services and tools (e.g. Zendesk) needed to deliver and manager a growing member support function
  • Coordinate, communicate, lead cross-functional efforts around escalations and changes needed to the product
  • Create written and video training for team education on skills, processes and new tools
  • Remain up to date with industry trends and best practices
  • Team Management
  • Manage a team of Member Support team members by providing feedback to individual contributors and leads in a way that helps them maximize their potential and their results
  • Provide coaching and skill set development opportunities for each team member
  • Manage optimal resource allocation across all Support team members
  • Establish and maintain monthly and quarterly performance goals for your direct reports
  • Support the expansion of the member support team with recruitment and onboarding of new team members
  • Data Synthesis & Reporting
  • Implement a process for member feedback to gain valuable insights that can be translated into future Bento member support, program and product improvements
  • Establish baseline member support KPIs and provide ongoing KPI reporting on a weekly, monthly, quarterly basis

Requirements:

  • Minimum of 5 years managing member support / customer success function
  • Experience leading and scaling a growing support team within a technology, SaaS or internet-based company
  • Experience supporting members as part of a healthcare service offering (preferred)
  • Expert level experience implementing and optimizing support ticketing tools (eg. Zendesk) and interactive voice recording software
  • Experience overseeing full-time, contracted and outsourced team members across multiple countries and time zones
  • Experience managing support teams that require member supporting in multiple languages
  • Excellent communication skills, problem-solving and decision making abilities
  • Experience working with cross-functional teams including product and operations
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend only to apply when they check every box. If you have what it takes but don't necessarily meet every single point on the job description, please still get in touch. We'd love to chat and see if you could be a great fit.
Bento provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We deeply understand the value of bringing together a team with different perspectives, educational backgrounds, and life experiences. We encourage people from underrepresented backgrounds to apply.