Remote Member Services Lead — Coaching & Quality

Socket.dev; United States; On-site; USD 72,000 - 85,000; Full time

Benefits offered by this job

Remote work

Equity participation

Unlimited vacation with manager's ok

Parental leave (16 weeks' 100% paid)

Job summary

Twin Health is seeking a Member Services Lead to guide a remote team delivering outstanding member experiences across calls, tickets, and inquiries. You will coach, mentor, and develop frontline staff, ensuring quality and efficiency in daily operations.

This leadership role requires data-driven decision making, strong communication, and a passion for improving metabolic health. Remote US-based, with comprehensive benefits and equity opportunities.

Qualifications

• 2+ years leading frontline team in a contact center, member services, or customer support environment.

Responsibilities

• Lead, coach, and develop a team of Member Service Representatives with day-to-day performance ownership.
• Conduct weekly 1:1s with documented coaching and clear goals.
• Onboard and ramp new Representatives with training support.
• Address performance concerns with clear expectations and documentation.
• Manage real-time floor operations as demand shifts across channels.

Skills

Team leadership

Coaching

Data-driven decisions

Customer service

Healthcare experience

Job description

Twin Health is seeking a Member Services Lead to guide a remote team delivering outstanding member experiences across calls, tickets, and inquiries. You will coach, mentor, and develop frontline staff, ensuring quality and efficiency in daily operations.

This leadership role requires data-driven decision making, strong communication, and a passion for improving metabolic health. Remote US-based, with comprehensive benefits and equity opportunities.