Head of Member Support

About Tangelo!

At Tangelo, we improve access to nutritious, delicious food for low-income families and those with chronic conditions. Our platform provides subsidized medically tailored meals and healthy grocery delivery at reduced or even free costs through partnerships with insurance companies, governments, universities, non-profits, and employers.

About the Role

We are seeking an experienced and hands-on leader to spearhead our Member Support team and address the operational challenges that are impacting both our team’s efficiency and our members' experience. This is a high-impact role for a problem solver who can get into the details, fix what's broken, and optimize processes for the future. You’ll be responsible for improving response times, reducing support costs, and ensuring our member support is operating at peak efficiency.

What You’ll Get To Do

• Team Leadership: Manage, mentor, and develop a remote, distributed Member Support team. Create an environment where team members can thrive, and performance can be consistently evaluated and improved.

• KPI Evaluation & Optimization: Analyze current KPIs, identify gaps, and implement strategies to improve. Specifically, reduce the volume of member inquiries, address root causes, and optimize the member support workflow.

• End-to-End Experience Ownership: Act as the Subject Matter Expert (SME) for the full member experience, including food and digital experiences, ensuring seamless support at every touchpoint.

• Escalation Management: Handle complex member issues and escalations that go beyond supervisory control, ensuring efficient and satisfactory resolution.

• Resource Allocation: Effectively reallocate team resources as business needs change to maintain operational efficiency.

• Process Improvement: Implement and refine processes and systems to address member volume, reduce response times, and improve the overall support structure.

• Collaboration: Work cross-functionally with product, operations, and other key stakeholders to align on goals, deliver feedback, and ensure member needs are met in the broader company strategy.

What You’ll Bring To The Team

• 8-10 years of proven experience managing and growing a remote, distributed customer/member support team.

• Demonstrated ability to improve customer service KPIs, reduce inquiry volume, and enhance customer satisfaction.

• Experience in process and product-oriented problem solving, implementing systems without engineering resources.

• Experience working within constraints, making the most of limited resources, and solving problems within existing infrastructure.

• Strong project management skills, able to identify issues, communicate solutions, and lead initiatives to completion.

• Experience working in food logistics, supply chain, or with vulnerable populations is a plus.

• Familiarity with Intercom and project management tools.

• Bilingual English/Spanish is a plus.

The job looks interesting but you don't know if you meet all of the qualifications on paper?

Apply anyway! We're aware that many people only apply for a job when they've met every requirement listed in a job description. At Tangelo, we hire the PERSON, not the resume. We value diversity, in experiences and backgrounds, and are committed to providing equal opportunity for all applicants and employees. While there are certain requirements that exist for all open positions, we want to get to know YOU above all else when making our hiring decisions. Go for it.

Our Commitment to Transparency

At Tangelo, we are committed to transparent & equitable practices across our entire organization. This is a critical component of our hiring process and as such, compensation and other benefits for this role will be discussed during your first interview to ensure a fair interviewing experience and effective use of your time. No questions are off-limits as we believe complete transparency leads to an enjoyable hiring experience for all involved.

What We Offer

• Competitive compensation.

• Unlimited PTO and 9 public holidays.

• Medical, dental, vision & life insurance. Two of our medical plans include a 100% employer-paid option for Tangelino only enrollment.

• Eight weeks of fully paid parental leave after eight months of employment.

• Remote-first work environment for most employees. If you join our Field Acquisition Team, you have the opportunity to WFH at least 1 day/week.

• Company provided MacBook for most employees. If you join our Field Acquisition Team, you receive a company provided iPad.

• Employee wellness resources and discounts for things like emotional health, auto, financial, travel, electronics, apparel, gym & fitness, food & grocery, child care, pets, education and more!

Equal Employment Opportunity Statement

We value a diverse environment. Tangelo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, citizenship or immigration status, disability status, genetics, protected veteran, sexual orientation, gender identity or expression, or any characteristic protected by federal, state or local laws.