Lead, Member Support

Job overview

The Lead, Member Support role is onsite in Richardson, TX. Compensation is not specified. SmithRx works to improve pharmacy benefit management through technology, cost-saving tools, and customer service. The role supervises call center agents and supports consistent daily performance and quality member experiences. Through coaching, performance tracking, escalation support, onboarding assistance, and occasional direct member calls or chats during peak volume, the lead helps the team deliver effective service.

What you'll do

• Manage and oversee call center agents
• coach agents weekly to support growth and performance
• answer agent questions and escalations
• execute daily performance deliverables
• monitor agent interactions to support quality member experiences
• track attendance
• assist with onboarding
• take member calls or chats during peak volume.

What we're looking for

Skills & competencies

lead member support

call center

team supervision

agent coaching

member experience

customer service

escalation support

onboarding

omnichannel

crm

richardson tx

smithrx

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, pharmacy, dental, vision, life and AD&D insurance
• flexible spending benefits
• 401(k)
• short- and long-term disability
• discretionary paid time off
• paid company holidays
• paid parental leave
• employee assistance program
• commuter and wellness benefits
• professional development and training.

Why this role

Combines team supervision and coaching with direct member support during peak volume.

About the employer

SmithRx is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.