Team Lead, Member Services

5+ years of experience in customer or member support (healthcare experience preferred).

2+ year in a leadership, quality, or team lead role within a support or contact center environment.

Demonstrated success in improving CSAT, resolution times, or first-contact resolution rates.

Proficiency with support platforms (Intercom, Zendesk, Freshdesk, or similar) and reporting tools.

Member Advocacy: Centers every action around creating clarity and comfort for members.

Analytical Thinking: Uses data to identify bottlenecks and improve efficiency.

Lead Daily Operations

Manage a team of Member Support agents across chat, phone, email and SMS.Ensure coverage, adherence to SLAs, and prompt response to all inbound inquiries.

Monitor conversations for quality, tone, and accuracy; deliver actionable feedback.

Handle escalated member cases, ensuring swift and complete resolution.

Partner with internal teams (Clinical, Operations, Product) to resolve recurring issues.

Track and analyze team metrics such as response time, resolution rate, CSAT, and Average Handle Time.