Senior Member Support Manager

About the Company

Arlo is rebuilding health insurance for small businesses from first principles. By using AI across underwriting, operations, and member experience, Arlo aims to ensure more premium dollars go toward actual care rather than administrative overhead and fraud.

Responsibilities

• Manage a team of 4–8 Member Advocates, including daily coaching and weekly 1:1s
• Conduct weekly quality assurance reviews and performance reporting
• Take 5–10 member conversations per week to understand the member and advocate experience
• Surface member pain points and experience improvement opportunities to the Product team
• Own the Intercom back end, including capacity limits, workflows, and Fin (AI) automation
• Oversee the internal knowledge base and develop training/onboarding curriculum
• Partner with the Head of Customer Operations on staffing models and hiring processes

Requirements

• 4–6 years of customer support management experience, leading a team of 3 or more
• 1–5 years of health insurance experience (level-funded background preferred)
• Experience building or scaling a support function in a startup environment
• Strong reporting and data analysis skills with ability to design metrics frameworks
• Hands-on experience with support platforms (Intercom experience is a plus)
• Excellent interpersonal and communication skills

Preferred Qualifications

• Experience with Intercom and AI-driven support automation
• Background in level-funded health insurance models