Team Lead, Member Support

Job Summary

Guiding a team of Member Support agents, the remote Team Lead, Member Support will manage daily operations, coach staff, and resolve escalated member cases to enhance the overall member experience in a part-time capacity.

Key responsibilities

• Manage team operations across multiple communication channels, ensuring adherence to service level agreements and prompt responses
• Conduct coaching sessions and monitor agent performance to improve service quality and member satisfaction
• Analyze team metrics and collaborate with internal teams to identify and resolve recurring issues

Required qualifications

• 5+ years of experience in customer or member support, preferably in healthcare
• 2+ years in a leadership or team lead role within a support or contact center environment
• Proficiency with support platforms such as Intercom, Zendesk, or Freshdesk
• Exceptional written and verbal communication skills with C2-level English proficiency
• Demonstrated success in improving customer satisfaction and resolution rates