Remote Member Services Lead — Elevate Member Experience

Twinhealth; United States; On-site; USD 72,000 - 85,000; Full time

Job summary

Twin Health is redefining metabolic health with AI-driven care. The Member Services Lead will coach a frontline team, ensuring high-quality member interactions from enrollment to ongoing support, and will use data to drive coaching and improvements.

This remote US-based role reports to the Director of Member Services. Ideal candidates bring 2+ years leading a frontline team, expertise with Salesforce, Zendesk, and Talkdesk, and strong communication skills.

Qualifications

• 2+ years leading a frontline team in a contact center, member services, or customer support environment.
• Hands-on experience running 1:1s, call audits, QA, and calibrations.
• Comfort making decisions from data and pulling reports.
• Experience with Salesforce, Zendesk, and Talkdesk or comparable CRM/ticketing platforms.
• Strong written and verbal communication; ability to write clearly for cross-functional and senior audiences.
• Bilingual Spanish preferred.
• Remote work capability with reliable setup.

Responsibilities

• Lead, coach, and develop a team of Member Service Representatives, owning day-to-day performance and growth.
• Maintain QA standards; conduct calibration sessions to ensure consistent scoring across teams and channels.
• Oversee real-time floor management, queue health, and coverage across calls, tickets, and tasks.
• Track performance against contact center metrics and use data to justify changes.

Skills

Leadership

Coaching

Data-driven decisions

Communication

Empathy

Spanish language

Tools

Salesforce

Zendesk

Talkdesk

Job description

Twin Health is redefining metabolic health with AI-driven care. The Member Services Lead will coach a frontline team, ensuring high-quality member interactions from enrollment to ongoing support, and will use data to drive coaching and improvements.

This remote US-based role reports to the Director of Member Services. Ideal candidates bring 2+ years leading a frontline team, expertise with Salesforce, Zendesk, and Talkdesk, and strong communication skills.