Member Services Lead

Twin Health
United States
Workplace: RemoteFull timeUSD 72,000 - 85,000 annuallyFunction: Administration & Executive AssistanceSkills: ["Coaching","Communication","Data-driven decision making","Judgment","Empathy"]

Lead a team of Member Service Representatives to deliver exceptional support for members across eligibility, enrollment, device setup, and ongoing questions. You’ll coach and develop your team, run 1:1s, perform call audits and QA with calibration, and manage real-time contact center operations across calls, Zendesk tickets, and work queues. Use performance data and tools like Talkdesk, Salesforce, and Zendesk to improve one-call resolution and service quality while maintaining HIPAA compliance.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Twin Health
Twin Health
1 day ago

Member Services Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead a team of Member Service Representatives to deliver exceptional support for members across eligibility, enrollment, device setup, and ongoing questions. You’ll coach and develop your team, run 1:1s, perform call audits and QA with calibration, and manage real-time contact center operations across calls, Zendesk tickets, and work queues. Use performance data and tools like Talkdesk, Salesforce, and Zendesk to improve one-call resolution and service quality while maintaining HIPAA compliance.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop Member Service Representatives, owning day-to-day performance, productivity, and growth.
  • •Run weekly 1:1s and onboarding/ramping, address performance concerns early with documentation, and recognize top performers.
  • •Complete call audits and QA evaluations tied to specific call moments; participate in calibration to keep scoring consistent.
  • •Manage daily operations by monitoring queue health, wait times, and redeploying the team across calls, Zendesk tickets, and work-queue tasks as demand shifts.
  • •Serve as first escalation point, resolve complex member issues, route to appropriate owners, ensure coverage across operating hours, and maintain HIPAA compliance.

Pay and Benefits

Salary: USD 72,000 - 85,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kParental Leave

Key Requirements

  • •2+ years leading a frontline team in a contact center, member services, or customer support environment with coaching and performance management responsibilities.
  • •Hands-on experience running 1:1s, call audits, QA evaluations, and calibration sessions to improve call quality.
  • •Ability to make decisions from data by pulling reports, identifying trends, and acting on observations.
  • •Experience with Salesforce, Zendesk, and Talkdesk (or comparable CRM, ticketing, and telephony platforms).
  • •Strong written and verbal communication and sound judgment in a fast-moving environment; bilingual Spanish is strongly preferred.
Experience:HealthcareContact centerCustomer support
Skills:CoachingCommunicationData-driven decision makingJudgmentEmpathy
Languages:Spanish
Tech Stack:SalesforceZendeskTalkdeskCRMTicketingTelephony

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Twin Health
Provides an AI-driven metabolic health platform that creates a personalized 'digital twin' to help prevent, manage, and reverse chronic metabolic conditions like diabetes through continuous data, coaching, and clinical care.
Industry: HealthTech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2015
WebsiteLinkedIn