Member Success Associate, Lab Visit Support at Function Health – Austin, Texas
Function Health
Austin, Texas, United States
Posted on
Updated on
Recently UpdatedEmployment Type:Full-Time
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About This Position
This role is intended for a US-based individual who can start at 6-7 am EST and work on occasional US holidays and weekends during the on-call rotation.
Company Overview:
Function Health is the AI operating system for health, designed to empower people to live 100 healthy years. We are redefining how individuals understand, measure, and improve their health by moving beyond reactive care and enabling proactive, data-driven insight into human biology. Function has been recognized as one of Fast Company’s Most Innovative Companies of 2024, and is venture-backed by Andreessen Horowitz (a16z). Hundreds of thousands of members have joined Function to take control of their health.
Through advanced diagnostics, deep biomarker testing, longitudinal data, and AI-enabled insights, Function equips members with actionable intelligence to take control of both the quality and length of their lives.
Function recently announced a $298M Series B and is entering its next chapter of growth. As we scale, the quality and durability of our People systems, data, and insights will directly shape our ability to attract, retain, and support exceptional talent.
We are growing our team and seeking out world-class talent that deeply believes in our mission to positively impact global health, has a relentless bias toward action, and a growth mindset. Function fosters a collaborative and dynamic environment where every day we build the future.
Role Overview
The Member Success Associate, Lab Visit Support (LVS) role is a focused support position responsible for delivering high-quality, real-time assistance to members with membership questions and/or experiencing lab visit issues.
This role requires strong empathy, sound judgment, and the ability to confidently manage complex or high-sensitivity cases quickly and accurately. Member Success Associates in this position will play a key role in maintaining member trust during time-sensitive or emotionally charged situations.
We are looking for multiple Member Success Associates to join the LVS team.
Key Responsibilities
- Support members in real-time through chat and phone, particularly during active lab visit issues
- Take outbound and inbound phone calls to keep members informed and help de-escalate situations when needed
- Model brand voice and member-first communication in all interactions
- Handle complex or high-sensitivity member cases with strong empathy and sound decision-making
- Follow LVS workflows accurately and consistently prior to resolution or escalation
- Maintain clear communication with LVS leadership when issues arise or additional support is needed
- Deliver thoughtful, complete responses that prioritize member experience
- Confidently manage emotionally charged and time-sensitive situations
- Demonstrate consistent workflow adherence
- Exercise strong judgment in determining when to resolve independently vs. escalate
- Maintain professionalism and responsiveness during scheduled working hours
Qualifications
Required
- Strong performance history in current role
- Consistent QA results meeting or exceeding team benchmarks
- Demonstrated workflow adherence
- Ability to handle complex member cases independently
- Strong brand voice and consistent use of empathy in member communication
- Availability for a shift start time between 6:00–7:00 AM EST
- Availability to work Mondays and Fridays is required - a Monday through Friday specific schedule is not required.
Preferred
- U.S.-based team members preferred, but not required
- Previous LVS training preferred, but not required
- Weekend availability is strongly preferred to support coverage needs
At Function, we celebrate diversity and are committed to building a diverse and inclusive workforce. As an equal opportunity employer, we do not discriminate on the basis of race, color, gender identity, ancestry, religion, age, sexual orientation, national origin, disability, marital status, Veteran status, or any other occupationally irrelevant criteria.
Important Notice: Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com. Function Health will never request personal information such as banking details or payment during the hiring process. Please be cautious of communications or job offers that come from other email domains, instant messaging platforms, or unsolicited calls. If you ever have doubts about the legitimacy of a communication, please reach out to us directly at talent@functionhealth.com.
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Job Location
Austin, Texas, United States
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