Member Services Lead

Opportunity

Twin’s Contact Center is the front door for our members and our Member Services Lead ensures our team delivers an exceptional experience on every interaction. You will lead a team of Member Service Representatives who support members wherever they are in their journey, from a first eligibility question through enrollment, device setup, and everything in between, with the goal of resolving each need in a single interaction.

This is a people leadership role focused on coaching, supporting, and developing your team. You will own the quality standard across your team, run 1:1s and call reviews that result in improved service delivery, manage the floor in real time as member demand shifts across calls, tickets, and work-queue tasks. A successful candidate has experience leading a frontline service team in a fast-paced contact center environment, and makes decisions from data rather than instinct. This role reports to the Director of Member Services.

Responsibilities 

Team Leadership and Development

• Lead, coach, and develop a team of Member Service Representatives, owning their day to day performance, productivity, and growth.
• Hold consistent weekly 1:1s with documented coaching, clear goals, and follow-through on prior coaching feedback.
• Onboard and ramp new Representatives, partnering with training to close knowledge gaps quickly.
• Address individual performance concerns directly and early, with clear expectation setting and documentation.
• Recognize those going above & beyond and lead your team by example. 

Quality and Member Experience Standards

• Complete regular call audits and QA evaluations for every team member with written feedback tied to specific moments in the call.
• Participate in calibration sessions with peer Leads, vendor partners, and Member Services leadership to ensure scoring stays consistent across every team and channel.
• Turn QA trends into targeted coaching, refreshed talk tracks, and training recommendations rather than one-off corrections.
• Model the standard yourself by taking escalated and complex member calls when the situation calls for it.

Daily Operations and Service Delivery

• Manage the floor in real time, monitoring queue health, wait times, and availability, and redeploying the team across calls, Zendesk tickets, and work-queue tasks as demand shifts through the day.
• Serve as the first escalation point for members and Representatives, resolving issues quickly and routing anything that needs clinical, product, or client partnership to the right owner.
• Ensure coverage across Contact Center operating hours, including support during weekend rotation and plan time off as needed.
• Maintain compliance with HIPAA and all regulatory and documentation standards across the team.

Performance, Reporting, and Continuous Improvement

• Track and report on your team’s performance against contact center metrics including service level, abandon rate, average handle time, one-call resolution, quality scores, and schedule adherence.
• Use Talkdesk, Salesforce, Zendesk, and reporting dashboards to spot trends, surface capacity constraints with data, and make the case for changes.
• Flag process, tooling, and SOP gaps with a proposed fix, and partner across Enrollment, Member Support, Product, and Clinical to close them.
• Additional duties as assigned to support the team’s mission of ensuring member health, satisfaction, and retention.
• Other duties as assigned

Qualifications 

• 2 or more years leading a frontline team in a contact center, member services, or customer support environment, with direct responsibility for coaching and performance management. Healthcare experience is strongly preferred.
• Hands-on experience running 1:1s, call audits, QA, and calibrations, with a clear point of view on what a great member call sounds like.
• Comfort making decisions from data. You can pull a report, spot the trend, and act on that observation.
• Experience with Salesforce, Zendesk, and Talkdesk, or comparable CRM, ticketing, and telephony platforms.
• Strong written and verbal communication, including the ability to give direct feedback with warmth and to write clearly for cross-functional and senior audiences.
• Sound judgment under pressure and comfort in a fast-moving environment where priorities shift based on member needs.
• Genuine empathy for members navigating health challenges or new technology, and the instinct to treat every member the way you would want your own family treated.
• A quiet, professional remote workspace with access to high speed internet and reliable phone service.
• Bilingual (Spanish speaking) strongly preferred.
• Passion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases.
• This remote opportunity based out of the U.S. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Compensation and Benefits 

The compensation range for this position is $72,000 - $85,000 annually. 

Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• Opportunity for equity participation 
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan