Member Support Team Lead

Twin Health 

At Twin Health, we empower people to reverse, prevent and improve chronic metabolic diseases. Twin Health invented The Whole Body Digital Twin™ , a dynamic representation of each individual’s unique metabolism, built from thousands of data points collected daily via non-invasive sensors and self-reported preferences. The Whole Body Digital Twin delivers a new standard of care, empowering physicians and patients to make personalized data-driven decisions. 

Working here  

Our team is passionate, talented, and driven by our purpose to improve the health and happiness of our members. Our culture empowers each Twin to do what’s needed to create impact for our members, partners, and our company, and enjoy their experience at work. Twin Health was awarded Innovator of the Year by Employer Health Innovation Roundtable (EHIR) (out of 358 companies), named to the 2021 CB Insights Digital Health 150, and recognized by Built In's 2022 Best Places To Work Awards. Twin Health has the backing of leading venture capital funds including ICONIQ Growth, Sequoia, and Sofina, enabling us to scale services in the U.S. and globally and help solve the global chronic metabolic disease health crisis. We have recently announced broad and growing partnerships with premier employers, such as Blackstone and Berkshire Hathaway. We are building the company you always wished you worked for. Join us in revolutionizing healthcare and building the most impactful digital health company in the world!

Excited to join us and do your part in improving people’s health and happiness?

 Opportunity 

As the L1 Member Support Lead, you will directly impact the lives of Twin members and our Care Team by leading a frontline support team that delivers swift, empathetic, and precise issue resolution. You will serve as a mentor and escalation point for up a team of direct reports, ensuring that our Zendesk queues, support workflows, and Support operations are executed with excellence and in alignment with SLAs. This role requires a mix of tactical execution and strategic insight, with a strong emphasis on team leadership, cross-functional collaboration, and continuous process improvement.

Responsibilities 

Team Leadership & Development

• 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, supportive and collaborative team culture
• Drive team success across support metrics, standards and KPIs

Zendesk & Ticket Operations

• 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
• Identify and recommend opportunities for improvement 

Workflow Ownership & Cross-Functional Collaboration

• 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
• Collaborate with Member Experience Team on any needed issues resolution

Project & Process Improvement

• Lead or contribute to L1 internal and cross-functional support projects
• Identify and address process gaps and inefficiencies 
• Audit and refineSOPs and protocols to ensure compliance, consistency, and quality

Support Quality & Reporting

• Conduct regular quality control checks on ticket handling, member visits, and team SOP adherence
• Monitor member satisfaction (CSAT/NPS) and support performance metrics
• Provide weekly updates and insights to L1 leadership Leverage data and dashboards to identify any gaps, issues and trends

Knowledge & Communication

• Maintain up-to-date internal documentation and SOPs
• Collaborate with L1 Training team to ensure coordination of knowledge transfer 
• Cascade new information and updates to the team in a timely and clear manner
• Promote continuous education and enablement across the team

Additional Expectations

• Serve as an escalation point for member and internal support i