Senior Member Success Associate, Social

Company Overview

Role

Key Responsibilities

Own Member & Community Responses

• Respond to, resolve, and appropriately route inbound interactions across Function's public-facing social channels.
• Maintain fluency across the team's four primary case types: member support, prospective member and audience engagement, brand engagement, and reputation management.
• Navigate nuanced or ambiguous cases that fall outside established macros and playbooks, determining when to resolve independently and when escalation is appropriate.
• Provide reliable coverage during periods of increased volume, team PTO, or other coverage gaps.
• Exercise excellent judgment around tone, accuracy, brand voice, member privacy, and the sensitivity of health-related conversations.

Raise the Bar on Quality & Judgment

• Operate with elevated autonomy in the response queue, requiring less manager review as trust and consistency are demonstrated.
• Support QA reviews of team responses, reinforcing Function's voice, case-handling standards, and established SOPs.
• Identify recurring quality, tone, or judgment patterns and surface them to the Social Response Manager.
• Help strengthen playbooks and documentation when recurring situations reveal gaps in existing guidance.
• Over time, take on greater ownership of the approval queue, including sign-off on team responses as appropriate.

Support & Develop the Team

• Serve as a trusted resource for MSAs navigating difficult cases, tooling questions, or unfamiliar situations.
• Provide real-time, peer-level coaching on case handling, judgment, tone, and playbook application.
• Support onboarding and training for new MSAs through shadowing, hands-on practice, and knowledge sharing.
• Reinforce team standards while recognizing when an issue should be escalated to the Manager.
• This role provides informal coaching and QA support but does not directly manage employees. Formal performance feedback, documentation, and accountability remain the responsibility of the Social Response Manager.

Own Social Response Tools & Workflows

• Serve as a subject-matter expert on Sprout Social, including workflows, functionality, and troubleshooting.
• Provide expertise on Intercom and internal admin tools used to escalate, investigate, and resolve member cases.
• Help teammates troubleshoot tooling and workflow issues in real time.
• Identify opportunities to improve how the team uses its systems and reduce unnecessary manual work.

Drive Projects & Process Improvements

• Partner with the Social Response Manager on team initiatives, operational improvements, and projects that strengthen the team's long-term operating model.
• Identify process gaps and turn them into clear documentation, workflows, or scalable solutions.
• Help scope projects, maintain timelines, track progress, and proactively surface risks or blockers.
• Coordinate with partners across Brand, Community Management, Member Support, and other teams to move shared initiatives forward.
• Represent the Social Response Team in project-based, cross-functional work when appropriate.
• Use AI and automation thoughtfully to improve drafting, QA, documentation, and team efficiency while maintaining human judgment and Function's voice.

Qualifications/Skills

• 3+ years of experience in member or customer success, operations, client services, social media/community management, or a related field.
• Demonstrated excellence in member-facing or customer-facing case handling, with strong judgment around tone, quality, and escalation.
• Ability to independently navigate nuanced situations where an established macro or playbook may not provide the answer.
• Strong working knowledge of Sprout Social and Intercom, including the ability to troubleshoot workflows and help others use the platforms effectively.
• Excellent written communication and an ability to adapt voice and tone across short-form social responses, sensitive member interactions, internal documentation, and project updates.
• Experience providing peer coaching, QA, training, or mentorship without relying on formal managerial authority.
• Strong operational instincts and an ability to identify patterns, process gaps, and opportunities to improve how a team works.
• Ability to organize and move projects forward across multiple stakeholders, priorities, and deadlines.
• Comfort operating in a fast-moving, high-growth environment where processes will continue to evolve.
• Strong proficiency with collaborative tools such as Slack, Google Workspace, Notion, Asana, or similar platforms.
• AI-forward mindset: Experience using tools such as Claude, ChatGPT, or Sprout Social's AI capabilities to improve drafting, QA, research, documentation, or workflows—while applying strong judgment to ensure outputs are accurate, appropriate, and consistent with Function's voice.
• Note: Given the team is dispersed across time zones and operates Monday–Sunday, this role will periodically require on-call coverage on weekends and/or holidays on a rotating schedule with other leaders.

• Previous experience mentoring, training, or onboarding teammates.
• Experience writing for social media, community, or a consumer-facing brand.
• Experience supporting members or customers in healthcare, health tech, wellness, or another high-trust consumer environment.
• Experience creating SOPs, playbooks, training materials, or project documentation.
• Experience identifying opportunities for automation or AI-enabled workflow improvements.

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