Lead, Member

Who We Are

Smith Rx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting‑edge technology, innovative cost‑saving tools, and best‑in‑class customer service. With hundreds of thousands of members onboarded since 2016, Smith Rx’s solution is resonating with clients all across the country.

• Integrity:
  Our purpose guides our actions and gives us confidence in the path ahead.
• Courage:
  We face continuous challenges with grit and resilience, boldly challenging the status quo to keep moving forward.
• Together:
  The success of Smith Rx reflects the strength of our partnerships and the commitment of our team; when one rises, we all rise.

Smith Rx is looking for a motivated supervisor to help manage a team of call‑center agents. This role is pivotal in driving daily performance by tracking attendance, reducing shrink, and delivering exceptional member experiences. Your primary focus will be coaching and mentoring your team while driving performance through measurement of key performance indicators.

• Manage and oversee a team of call‑center agents.
• Motivate 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 to and monitoring agent interactions.
• Track agent attendance to maintain consistent capacity.
• Assist with the onboarding process.
• Assist members by taking calls and chats during peak volume periods.

• 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 role.
• 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 with various omnichannel and CRM software.
• Positive attitude.
• Flexibility in a fast‑paced startup environment.
• Tactical decision‑making ability.
• High school diploma or equivalent.

• 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.
• 12 paid holidays.
• Wellness benefits.
• Commuter benefits.
• Paid parental leave benefits.
• Employee Assistance Program (EAP).
• Well‑stocked kitchen in office locations.
• Professional development and training opportunities.

Mid‑Senior level

Full‑time

Management and Manufacturing

Hospitals and Health Care