Remote Member Services Lead | Coaching & CX Excellence

Twin Health; United States; À distance; USD 72 000 - 85 000; Plein temps

Avantages offerts par ce poste

Remote work

Equity opportunity

Unlimited vacation

Parental leave

Healthcare including vision/dental

401(k)

Résumé du poste

Twin Health is seeking a Member Services Lead in the United States to guide a frontline team that supports members from eligibility through enrollment and setup, resolving most needs in a single interaction.

You will own quality standards, conduct 1:1s, review calls, and manage real-time floor operations while relying on data to drive decisions. The role reports to the Director of Member Services and requires experience in fast-paced contact centers and remote work.

Qualifications

• 2+ years leading a frontline team in a contact center.
• Experience running 1:1s, call audits, QA, and calibrations.
• Data-driven decision making with strong analytical skills.
• Excellent written and verbal communication.
• Spanish language ability preferred.
• Willingness to work remotely from the U.S.

Responsabilités

• Lead and develop a team of Member Service Representatives, coaching and evaluating performance.
• Maintain quality standards through regular QA, call audits, and calibration sessions.
• Manage real-time operations across calls, tickets, and queue tasks.
• Use data to drive improvements and report on team performance.
• Collaborate with Enrollment, Product and Clinical teams.

Connaissances

Leadership experience

Data-driven decision making

Communication skills

Empathy for members

Bilingual Spanish

Adaptability

Outils

Salesforce

Zendesk

Talkdesk

Description du poste

Twin Health is seeking a Member Services Lead in the United States to guide a frontline team that supports members from eligibility through enrollment and setup, resolving most needs in a single interaction.

You will own quality standards, conduct 1:1s, review calls, and manage real-time floor operations while relying on data to drive decisions. The role reports to the Director of Member Services and requires experience in fast-paced contact centers and remote work.