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Salary: USD 72,000 - 85,000 / annual
Twin Health is a digital health company using AI Digital Twin technology to help people prevent and reverse chronic metabolic diseases like type 2 diabetes and obesity. The company has raised over $100 million and is backed by leading venture firms including Sequoia, Sofina, and Temasek.
The Member Services Lead will manage a frontline team of Member Service Representatives in Twin Health's Contact Center, serving as the primary point of leadership for team coaching, performance management, and quality assurance. This is a people leadership role reporting to the Director of Member Services.
Key responsibilities include:
**Team Leadership & Development:** Lead and develop a team of Member Service Representatives, conducting weekly 1:1s with documented coaching and clear goal-setting. Onboard new representatives and partner with training to close knowledge gaps. Address performance concerns directly and early with clear documentation. Recognize high performers and model excellence.
**Quality & Member Experience:** Complete regular call audits and QA evaluations for every team member with written feedback tied to specific call moments. Participate in calibration sessions with peer leads and leadership to ensure consistent scoring. Convert QA trends into targeted coaching and training recommendations. Take escalated and complex member calls as needed to model standards.
**Daily Operations & Service Delivery:** Manage the contact center floor in real time, monitoring queue health, wait times, and availability. Redeploy the team across calls, Zendesk tickets, and work-queue tasks as demand shifts. Serve as the first escalation point for members and representatives. Ensure coverage across operating hours including weekend rotation support. Maintain HIPAA and regulatory compliance.
**Performance & Continuous Improvement:** Track and report on team 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 identify trends and surface capacity constraints with data. Flag process, tooling, and SOP gaps with proposed fixes. Partner across Enrollment, Member Support, Product, and Clinical teams.
**Requirements:**
- 2+ 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 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; ability to pull reports, spot trends, and act on observations.
- Experience with Salesforce, Zendesk, and Talkdesk, or comparable CRM, ticketing, and telephony platforms.
- Strong written and verbal communication skills, including ability to give direct feedback with warmth and 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.
- Quiet, professional remote workspace with high-speed internet and reliable phone service.
- Bilingual (Spanish speaking) strongly preferred.
- Must be authorized to work for any employer in the U.S. No visa sponsorship available.
