Premise Health is Different on Purpose

Premise Health serves large organizations and their people with exceptional healthcare. The result? Better experiences, better health, and better value, all while helping organizations lower their healthcare costs. 

Premise's mission is to help people get, stay, and be well. Come join us and see for yourself why amazing health starts with amazing healthcare. For more information, visit www.jobs.premisehealth.com. 

The Member Success Team Lead role will be charged with enhancing the productivity and efficiency of the Member Happiness Team via member and client support.  

This is a Full Time, remote, Member Success Team Lead role.

What You'll Do

• The Member Happiness Team Lead will be an integral position within Sonic Boom, as it will be part of the leadership team and will assist the MC Director in strategic decisions. Specific day-to-day responsibilities include:  
• Working with MC Director, responsible for supervising the member support team  
• Hold regular meetings with the team  
• Conduct performance reviews  
• Manage training  
• Coach the team in solving member-related issues  
• Coordinate schedules (PTO, sick leave requests)  
• Coordinate and manage support phone schedule  
• Provide support/guidance on escalated, level 2 tech support – offering anticipatory, consultative service and proactive support  
• Identify efficiencies and process improvements for support purposes, and implement within the Member Happiness Team  
• Act as a bridge between Operations and Mission Control  
• Act as a bridge between Account Management and Support teams  
• Striiv project management  
• Schedule phone meetings  
• Make agendas and take notes during scheduled calls  
• Notify office of major changes and improvements from these calls -- when necessary  
• Create device FAQs and canned responses for MC to be included in the Knowledge Base (based on assessment of frequently asked questions by members)  
• Oversight of Zendesk (internal ticketing system) set-up and daily operation  
• Through ongoing QA, identifies coaching/training opportunities for the team  
• Run all support-related reports to communicate to MC and other departments  
• Exhibit superb communication skills and embrace a leadership role and vocalize their thoughts and suggestions regarding business and / or product development – in staff meetings, team meetings, and with the co-founders directly.  
• Serve as acting manager of support team when MC Director is out  

What You'll Bring

• Bachelor’s degree or equivalent work experience preferred  
• A minimum of two years’ experience in customer service / technical support role(s)  
• Experience supervising a large team preferred  
• Incredible detail-orientation/organizational skills  
• Excellent skills using Word, Publisher, PowerPoint, Excel, web tools, and/or other graphical packages.  
• Ability to work well with all groups of people within a corporate environment  
• Ability to oversee a project requiring multiple resources, such as: colleagues, third-party vendors, client organizations, and/or independent contractors  
• Experience interfacing with organizations and participants is a plus!  
• Incredible reliability, and ability to meet deadlines, even in the face of ever-shifting priorities  
• Impeccable written and verbal communication skills in all mediums – phone, email, face to face, etc.  
• Knowledge of Sonic Boom’s member/client support  
• Knowledge of Sonic Boom’s wellness modules  

Work-life balance is at the foundation of how decisions are made and where Premise is headed. We can only help people get, stay, and be well if we do the same for ourselves. In addition to competitive pay, Premise offers full-time team members benefits including medical, dental, vision, life and disability insurance, a 401(k) program with company match, paid holidays and vacation time, a company-sponsored wellness program, EAP, access to virtual primary care and virtual behavioral health at no cost for team members and their dependents. Additional benefits can be viewed here: https://jobs.premisehealth.com/benefits.

Premise is an equal opportunity employer; we value inclusion and do not discriminate based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy and related conditions), gender identity or expression, sexual orientation, age, physical or mental disability, genetic information, past, current or prospective service in the uniformed services, or any other characteristic protected under applicable federal, state, or local law.

Premise provides its reasonable and genuinely expected range of compensation for this job of $28.50 - $31.05 per hour. A number of factors will influence the rate offered for this position, including your experience, qualifications, geographic location, and other factors. 

For individuals living in Washington or Colorado: Premise offers the following paid time off benefits. Employees will be included in the company's Open Time Off plan and will receive 10 paid holidays or an equivalent bank of hours aligned to schedule throughout the calendar year. Paid sick leave is satisfied by the paid time off accrual, detailed above. 

This posting is anticipated to close within 5 days of 08/19/2025.

Should you have questions regarding this job posting, please contact askhr@premisehealth.com.