Member Services Manager

Important Instructions
Please take your time with your application, you do not need to be first to apply or in the first few hundred to get this job.

Rest assured, all applications are carefully reviewed and every candidate will receive an update on the status of their application. We kindly ask that you do not directly contact our Support Team, Recruiting Team, or other Tangelo employees for updates.

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.

Working on the Member Services Department

We’re seeking a Member Services Manager to help lead our growing Member Services team. In this role, you’ll oversee a group of Member Services Coordinators, ensuring members receive timely, empathetic, and effective support. You’ll focus on team performance, service quality, and continuous process improvement to enhance the overall member experience.

A quick heads up: This is a part-time (minimum 20 hours/week, maximum 35 hours/week), contract role. There’s potential for it to convert into a longer-term opportunity. During the contract period, benefits won’t be available. We’re looking for someone who’s ready to jump in now and is excited about the possibility of growing with the team if the fit is right.

What You’ll Get to Do

• Report to the Head of Member Services.

• Lead and support a team of Member Services Coordinators to deliver excellent member support.

• Set team goals, track performance, and ensure service levels meet company standards.

• Jump in as needed to help with day-to-day member support and problem-solving.

• Coach team members on consultative engagement to build trust and drive conversions.

• Use data and feedback to identify trends, improve processes, and boost member satisfaction.

• Collaborate with Operations, Product, and Compliance to streamline support systems.

• Maintain and improve SOPs, training guides, and team documentation.

• Ensure compliance with HIPAA and other regulatory standards.

• Resolve escalated issues quickly and thoughtfully.

• Hire, onboard, and develop team members; support career growth and engagement.

• Share insights and recommendations with leadership to inform strategy.

• Contribute to a fast-paced, mission-driven environment with a bias for action.

What You’ll Bring to the Team

• Bachelor’s degree or equivalent experience; RD certification a plus.

• 5+ years in Customer or Member Services, including 2+ years in a leadership role.

• Experience in Healthcare, Digital Health, or startup environments preferred.

• Background in lead generation or member engagement is a plus.

• Strong communication and coaching skills.

• Data-driven with the ability to identify trends and guide team performance.

• Familiarity with CRM and support tools.

• Calm under pressure and skilled in handling escalations.

• Organized, adaptable, and eager to improve systems and outcomes.

Don't Meet All of the Qualifications?

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.

Compensation Philosophy (Full-time Employees)

The compensation range listed represents the total cash value, which includes a combination of base salary and an annual bonus or variable compensation. This range does not account for equity, which is included in the overall compensation package.

Compensation estimates are based on market data about the role and level, while individual compensation offers will be determined by factors such as job-related knowledge, skills, and experience.

What We Offer (Full-time Employees)

• Competitive compensation and equity (we want everyone to be a stakeholder).

• Unlimited PTO and 11 public holidays.

• Medical, dental, and vision with Kaiser options for selected states.

• HSA options if you are enrolled in one of our High Deductible Health Plans.

• Employer paid Life and Accidental Death & Dismemberment Insurance.

• Access to One Medical, Health Advocate, Talkspace, Teladoc, and Kindbody.

• $500 annual allowance for Self-Care.

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

• 401k plan (no company match at this time).

• Company provided MacBook for all employees.

• Remote-first work environment for most employees. If you join our Provider Engagement Team, you will work in a hybrid environment.

Beware of Job Scams

It has come to our attention that fraudulent job offers claiming to be from Tangelo are circulating online. Please note:

• Tangelo will never ask for payment, financial information, or personal details such as Social Security numbers during the application process.

• All official communication from Tangelo will come from the email domain jointangelo.com.

• Every legitimate job offer from Tangelo is preceded by an interview process initiated and coordinated by our Talent Acquisition team.

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.