Member Support Team Lead
Posted on August 25, 2025 (about 5 hours ago)
About Twin Health
Twin Health empowers people to reverse, prevent and improve chronic metabolic diseases through The Whole Body Digital Twin™, a dynamic representation of each individual's unique metabolism based on thousands of data points collected daily using non-invasive sensors and self-reported preferences. This innovation enables personalized data-driven decisions for physicians and patients.
Working here
The team at Twin Health is passionate and talented, driven by the purpose to improve the health and happiness of members. The company fosters a culture of impact, empowerment, and enjoyment at work. Twin Health has received recognition such as Innovator of the Year by Employer Health Innovation Roundtable and inclusion in 2021 CB Insights Digital Health 150. Supported by top venture capital funds, Twin Health is scaling its services in the U.S. and globally, partnering with premier employers like Blackstone and Berkshire Hathaway. The company aims to revolutionize healthcare through impactful digital health solutions.
Opportunity
The L1 Member Support Lead will directly impact the lives of members and the Care Team by leading a frontline support team focused on swift, empathetic, and precise issue resolution. Responsibilities include mentoring, managing Zendesk queues, ensuring support operations meet SLAs, driving process improvements, and collaborating cross-functionally.
Responsibilities
- Lead, mentor, and coach a team of L1 Support Specialists and Associates
- Set team goals, track performance, and conduct regular 1:1s and performance reviews
- Foster a positive, high-performing, and collaborative team culture
- Drive team success across support metrics, standards, and KPIs
- Manage Zendesk queues to ensure timely resolution within SLA
- Monitor and manage ticket volume, backlog, and escalations
- Identify trends impacting SLA or CSAT and support issue resolution
- Handle high-priority tickets as needed, modeling quality and empathy
- Oversee Sensor Replacement and Supply Support workflows
- Align resources and staffing with L1 Support leadership
- Conduct member visits as needed
- Collaborate with Product, Engineering, Supply Chain, and Clinical Operations to resolve issues
- Triage and escalate issues to L2 via Jira
- Lead or contribute to L1 internal and cross-functional support projects
- Identify and address process gaps and inefficiencies
- Audit and refine SOPs and protocols
- Conduct regular quality control checks on ticket handling and SOP adherence
- Monitor member satisfaction (CSAT/NPS) and support performance metrics
- Provide weekly updates and insights to L1 leadership
- Maintain up-to-date internal documentation and SOPs
- Collaborate with L1 Training team to ensure knowledge transfer
- Serve as an escalation point for member and internal support issues
- Lead by example in upholding Twin's culture
- Participate in on-call coverage on rotation basis
Qualifications
- 2-5 years in leadership managing frontline support teams
- 2+ years experience as a Zendesk platform owner/administrator
- Proven ability in managing ticket queues, maintaining SLA, and driving customer satisfaction
- Strong leadership, coaching, and interpersonal skills
- Excellent communication skills
- Strong organizational and time management skills in fast-paced environment
- Analytical skills to use data for decisions (SLAs, CSAT, COGS)
- Passion for exceptional support to customers and internal teams
Preferred qualifications include healthcare support, SaaS/hardware hybrid environment experience, sensor fulfillment knowledge, Jira familiarity, and passion for Twin's mission.
Compensation and Benefits
The compensation range is $75,000-$85,000 annually. Benefits include competitive compensation, remote work culture, equity participation, unlimited vacation with approval, paid parental leave, employer-sponsored healthcare for employee and 80% coverage for family, Health Savings Account options, and 401k plan.
How to Apply
Interested candidates can apply using the application form on the Twin Health job page. The form requires providing personal information including name, email, phone, resume/CV, and answers to several job-related questions including management experience and authorization to work in the U.S.