Wellist is seeking a mission-driven Member Support Manager to help make life easier
for patients, employees, and their families. In this crucial role as a player/coach, you will spend
40% of your time directly supporting employees and patients via phone or onsite at hospital
locations in Connecticut. The remaining 60% of your time will be dedicated to managing your
team to improve team performance and enhance user experience.

As an individual contributor, your responsibilities will include creating a personalized resource
lists to meet each user’s unique needs, handling sensitive and challenging situations with
empathy and efficiency to ensure best-in-class service and user satisfaction. It will also include
introducing the Wellist program onsite at client locations in Connecticut, driving awareness, and
leading one-on-one interactions with users to discuss the types of resources that would be most
helpful for them.

As a direct manager of 4-6 employees, you will be a hands-on problem solver while utilizing the
“see one, do one, teach one” model. You will closely monitor and manage team outcomes to
ensure service standards are met and take proactive steps to address any issues that arise. You
will be responsible for Wellist’s user engagement metrics, exceeding client expectations and
KPIs and ensuring the Support team is achieving agreed-upon metrics.

As the team expands, your role will increasingly focus on managing your team and less on
providing direct user support. You will also be tasked with refining and evolving Wellist’
Support playbook to align with the company’s growth. This will involve assessing and improving
all processes, tools, and operations (e.g., scripting, CRM, and telephony systems) to develop
recommendations on how best to scale the organization in line with the business’s evolving needs.

This role is a full-time in-person position and will primarily be in Wellist’s Back Bay office, in Boston, MA. The
The manager must also have availability to travel 2-7 days per month to client sites in Connecticut
as needed.

What You Will Do
Direct User Support: Provide timely, friendly, and supportive communications to
patients, employees, families, and hospital staff by phone, email, and/or mail. Create and
share personalized support lists for patients, employees, and families utilizing Wellist’
directory of vetted, hyperlocal resources.

Performance Management: Ensure support team members are meeting the agreed-upon
performance standards. This includes Ambassador enrollments, call center answer rates
and handle time, inquiry turnaround time, and other contracted client performance
indicators. Provide guidance and support to direct reports to improve performance
indicators.

Team Development: Recruit, hire, onboard, and train support team members as needed
Operations Refinement: Evaluate current support processes and tools to identify
opportunities for optimization and recommend strategies to effectively scale operations as
the business grows.

What You Bring to Wellist

Experience driving results as a player/coach: Eager to both manage the performance of the team and contribute directly to Wellist’s end-user experience. You’ll actively manage team performance while also directly engaging with patients and employees via email and the phone

Management experience: At least two years of experience managing call center operations and entry-level employees, ideally in a lean, scrappy environment

Confidentiality and discretion: Integrity and adherence to SOCII, HIPAA, and Wellist guidelines in managing patient and employee information

Strong communication skills: Both written and verbal; ability to manage employees both in-person and remotely

Operations experience: Experience in and energy for updating and optimizing operations, processes, and tools to enhance team efficiency and effectiveness

About Wellist
Wellist is a mission-driven digital health company that provides HR leaders with cutting-edge aggregators capable of personalizing the “right resource, right time”. The solution leverages Wellist’s precision resource matching platform, hyper-targeted activation campaigns, and employee-generated data to simplify benefits access, amplify value from existing benefits partners, and meaningfully reduce cost.

Wellist’s outstanding contributions have been recognized by organizations including Fast Company (Most Innovative Companies 2024 - Human Resources), MassTLC (Most Innovative Technology of the Year), Rock Health (Top 50 in Digital Health, Diversity Leadership), American Business Awards (Company of the Year, Silver Stevie) and BostInno (50onFire).

Why work here

A meaningful mission - Join a team that makes a real difference for patients, employees, and their loved ones.
Outstanding benefits - Excellent medical and dental insurance coverage, life &; disability insurance, 3 weeks of PTO, and 401k contribution
Personal growth - The opportunity to accelerate your career with a high-growth, high-impact well-being company.