Member Support Manager

About Bento

Bento is on a mission to improve healthcare outcomes and quality of life for low income community members. Over half of all adults in the US have a nutrition related chronic disease such as diabetes, hypertension or heart disease which disproportionately impacts low income community members. Disease management programs, food banks and government assistance programs targeting these vulnerable populations have had some positive effects but health outcomes remain poor. Bento is taking a new approach to engage low income patients and their families to achieve major improvements in their health and wellbeing in a cost effective manner by integrating:

  • Personalized nutrition: to serve as both ‘food-as-medicine’ and ‘food-as-engagement’

  • Health coaching: to achieve member behavioral change and compliance with healthcare action plan

  • Care navigation: to close critical healthcare care gaps

Bento uses nutritious groceries curated by a team of Registered Dietitians and delivered by grocery stores in the community as a catalyst to establish trust and engagement with the healthcare system.

As a covered Medicaid/Medicare service, Bento is rapidly expanding access to millions of eligible at-risk patients through partnerships with state and county health plans and private health insurers.

About The Role

The Member Support Manager is a key leader within Bento’s Member Operations team and is responsible for overseeing the full operations of our Member Support Contact Center. This leader ensures every member's inquiry, whether by phone, text, chat, or email, is handled with empathy, accuracy, and efficiency.

This role sits at the critical intersection of all Member Operations teams (Support, Enrollment, Ordering, Billing), requiring strong cross-functional communication, operational excellence, and a deep commitment to delivering a world-class member experience. The Member Support Manager partners closely with all Bento team members and external operations partners to build seamless, scalable support workflows.

A major component of this role is the leadership of a team of Support Specialists employed through a trusted operations partner. This manager will drive performance, quality, training, and continuous improvement for both internal staff and outsourced teams.

This position reports to the Senior Director of Member Operations.

Responsibilities and Objectives

Contact Center Management

  • Lead the daily operations of Bento’s Member Support Contact Center, ensuring consistent delivery of high-quality support across phone, chat, SMS, and email.

  • Utilize Zendesk (and other internal tools) to manage queues, optimize workflows, assign work, and maintain service level agreements (SLAs).

  • Monitor, analyze, and improve performance metrics including handle time, response time, customer satisfaction (CSAT), first contact resolution, and accuracy.

Team Management & Development

  • Partner with our external vendor leadership to drive accountability, training, quality assurance, and operational consistency.

  • Foster a culture of empathy, operational excellence, and member-first decision-making.

Cross-Functional Collaboration

  • Serve as the operational bridge across all Member Operations teams

  • Collaborate with Product & Engineering to identify platform issues, propose enhancements, and support new feature launches that improve member and agent experience.

  • Partner with Marketing and Communications teams to ensure messaging consistency across all support channels.

Operational Excellence & Continuous Improvement

  • Own documentation and standard operating procedures (SOPs) for all support workflows.

  • Drive continuous improvement efforts through innovation and creation of new ways for members to receive support.

  • Lead root-cause analyses and action plans to reduce errors, improve efficiency, and strengthen the member experience.

Member Advocacy

  • Act as an escalation point for complex cases, identifying trends and communicating insights to senior leadership.

  • Maintain a strong understanding of Bento’s products, enrollment processes, and eligibility rules to provide accurate and timely guidance to members.

  • Champion the voice of the members across the organization.

Requirements:

  • 5+ years of experience leading contact center, customer service, or member support teams; healthcare support experience strongly preferred.

  • Experience managing outsourced support teams and/or BPO partners at scale.

  • Proficiency with Zendesk (or similar enterprise support platforms).

  • Proven ability to lead teams to meet or exceed SLAs, quality metrics, and customer satisfaction goals.

  • Strong cross-functional communication skills.

  • Experience building SOPs, training documentation, and scalable workflows.

  • Ability to analyze support performance data and use insights to drive improvements.

  • Commitment to supporting vulnerable and underserved populations.

  • Experience supporting healthcare, Medicaid/Medicare, or health-plan

    operations is a plus.

Compensation & Benefits

Base salary range of $80-$100k/year with exceptional benefits including:

  • Company equity

  • Great health insurance for you (fully company paid) and your family

  • Dental and Vision insurance

  • Unlimited PTO

  • 401(k) and ROTH 401(k) with 3% employer contribution

  • $1k home office budget

How to Apply

Please send your resume and cover letter to bradley.denton@gobento.com with the subject line “Member Support Manager”