Lead, Member Support

What you will do: Manages and oversees a team of call center agents Motivates agent growth and performance through weekly coaching interactions Answer and support agent questions and escalations Execute daily performance deliverables Drive quality member experiences by listening and monitoring agent interactions Track agent attendance to drive consistent capacity Assist with onboarding process Assist members by taking calls/chats during times of peak volume What you will bring to SmithRx: 5+ years of call center experience with progression through elevated roles 2+ years of experience leading call center agents OR supporting agents in an elevated agent role Bilingual in Spanish required Expert customer service skills and aptitude Strong problem solving skills Adept at organizing tasks and workload Strong verbal and written communication skills Passion for providing world class member experiences Experience working with various omnichannel and CRM software Positive attitude Ability to be flexible in a fast paced startup environment Tactical decision making ability H.S. diploma or equivalent What SmithRx Offers You: Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance Flexible Spending Benefits 401(k) Retirement Savings Program Short-term and long-term disability Discretionary Paid Time Off Paid Company Holidays Wellness Benefits Commuter Benefits Paid Parental Leave benefits Employee Assistance Program (EAP) Well-stocked kitchen in office locations Professional development and training opportunities Lehi, UT Pay Range $54,000 — $63,500 USD Compensation & Benefits Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience. Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k). Individual offers are tailored to your geography, experience, skills, and education. Your recruiter can share more specific details during the hiring process. In the meantime, feel free to explore our comprehensive benefits here .