Team Lead, Member Care

Role Overview: The Team Leader, Member Care is responsible for overseeing and developing a team of frontline support specialists to deliver high-quality, compliant, and efficient member interactions across multiple channels. Key Responsibilities Lead, coach, and develop team members to enhance member experience and performanceManage daily operations, including queue performance, staffing, attendance, and adherence to service levelsTrack team KPIs such as CSAT, QA, productivity, and SLAs to drive continuous improvementProvide ongoing coaching, conduct performance evaluations, and implement improvement plansEnsure compliance with policies, documentation standards, and regulatory requirementsSupport hiring, onboarding, and development of new team membersHandle escalated member issues, ensuring timely resolution Qualifications & Skills 2+ years of customer support experience with prior management preferredStrong coaching, performance management, and analytical skillsExperience with support tools, CRM systems, and data analytics platformsExcellent communication and stakeholder influence abilitiesAdaptability, ownership, and comfort in fast-paced environmentsFlexibility to support changing business needs Additional Info: Compensation ranges from $55,000 to $65,000 annually, with benefits including paid time off, wellness stipends, 401k, comprehensive insurance options, family benefits, ongoing training, and free memberships. The role promotes inclusivity and provides accommodations for qualified individuals. All communications will originate from verified channels, ensuring a transparent hiring process.