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Social Response Member Success Associate at Function Health – Austin, Texas

Function Health
Austin, Texas, United States
Posted on
Updated on
Employment Type:Full-Time

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About This Position

Company Overview:

Function was founded with a singular focus: empower you to live 100 healthy years. We’re doing that by using the best available technology to make sure people don't suffer or die a preventable death. 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. 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 are building the future.

Role:

We’re seeking a skilled Social Response Member Success Associate to join our team. In this role, you’ll work closely with Member Support to engage with and assist our community across Instagram, TikTok, Facebook, X, LinkedIn, and app reviews—responding to comments, DMs, tags, and mentions with empathy, clarity, and speed.

You’ll ensure every interaction reflects our mission and tone, tailored to each platform, while escalating sensitive issues as needed. The ideal candidate thrives in ambiguity, is detail-oriented, self-driven, and adaptable in a fast-paced environment. As an early hire, you’ll help shape the future of our Social Response function as we grow.

This role is best suited for those energized by fast-paced environments, excited to build in a high-growth setting, and deeply motivated by our mission at Function. If you're looking for meaningful challenges, dynamic work, and the opportunity to make a real impact—we’d love to meet you.

Key Responsibilities:

  • Responsive Communication: Monitor and reply to public and private messages on social platforms using Sprout Social. Use and customize macros to write thoughtful, brand-aligned responses. Escalate complex or sensitive issues to the right internal teams and follow up via Intercom (email, chat, or text).
  • Process Understanding: Develop a comprehensive understanding of our organization's processes and services to efficiently address member queries and provide accurate information. Continuously self-educate to stay updated on new features and offerings.
  • Adaptability: Thrive in ambiguous and rapidly changing environments by demonstrating flexibility and resilience. Adapt to evolving member needs and organizational priorities to deliver exceptional service.
  • On-Call Support: Be available for response coverage during high volume events, product launches or unexpected surges in activity across social channels. Provide timely assistance and guidance to our audience members to assist with creating a cohesive brand experience.
  • Technical Proficiency: Utilize internal tools and spreadsheets effectively to manage social interactions, track inquiries from members, and maintain accurate records. Troubleshoot technical issues as needed to enhance member satisfaction.

Qualifications/Skills:

  • Serve as a primary point of contact for leads and members across social channels, delivering a seamless and high-touch experience via DM and public response.
  • Troubleshoot complex member concerns related to labs, results, orders, and more with precision, urgency, and compassion.
  • Identify and propose solutions that improve member experience, reduce ticket volume, and drive operational efficiency.
  • Help to continuously improve internal processes, macros, and member education.
  • Support strategic support initiatives (e.g., scaling knowledge base, developing self-serve resources, piloting new workflows).

Nice-to-Have Skills and Experiences:

  • Start-up experience, particularly in early-stage technology companies.
  • Outstanding written communication skills, you are quick, clear, and on brand, even in short form copy.
  • Proficiency in spreadsheets (Google Sheets and Excel), CRM systems, and ability to learn internal tools.

To be a strong fit, you embody our Core Values:

  • Ruthless Prioritization:
    • We don’t let perfect get in the way of progress.
    • We move quickly to drive value, not perfection.
    • We prioritize what drives impact.
    • We never compromise on standards of excellence.
  • Member-First, Always:
    • We design and deliver like we’re caring for someone we love.
    • We create clear, actionable, human experiences.
    • We prioritize responsiveness, peace of mind, and outcomes.
    • We empower members with truth, clarity, and care.
  • One Team, Moving Fast:
    • We are aligned in purpose, prioritization, and speed.
    • We gather diverse perspectives to make informed decisions.
    • We clear paths for each other and move fast together.
    • We communicate clearly and respectfully, rallying around shared goals.
  • Radical Ownership, Relentless Execution:
    • We don’t just ship—we own outcomes and drive results.
    • We act with urgency and precision.
    • We anticipate, initiate, and follow through.
    • We meet challenges with grit and pragmatism.
    • We embrace new tech to deliver better outcomes.
  • Mission Over Ego:
    • We are ruthlessly aligned to our mission—and leave ego at the door.
    • We disagree and commit.
    • We don't tolerate politics or withholding information.
    • We operate with honesty, transparency, and respect.
  • Sustained Integrity in Every Detail:
    • We earn trust by obsessing over accuracy, quality, and clarity in everything we do.
    • We prioritize clinical precision—data must be right.
    • We sweat the details because outcomes depend on them.

Why You'll Love Working With Us:

We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged. If you are a highly motivated and experienced individual who is passionate about using technology to improve people’s lives, we would love to hear from you.

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.

Join the Function Health team and become a part of our mission to build a healthier future for all. Discover more about us and how we're changing the face of healthcare at Function Health.

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.

Job Location

Austin, Texas, United States

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