Team Lead, Member Care

📋 Description

• Lead, coach, and develop a team of Member Care specialists to deliver high-quality, consistent
• Manage daily operations including queue performance, staffing adjustments, attendance, and
• Own team performance through KPIs (CSAT, QA, productivity, SLAs) and use data to drive continuous
• Deliver ongoing coaching, conduct regular 1:1s, and implement performance improvement plans to
• Ensure compliance with internal policies, documentation standards, and regulatory requirements
• Support hiring, onboarding, and development of new team members in partnership with

🎯 Requirements

• 2–5+ years of experience in a customer support or call center environment, with prior people
• Strong coaching and performance management skills with a track record of improving team outcomes
• Experience working with support tools and analytics platforms (e.g., CRM systems, workforce
• Ability to analyze data and translate insights into operational improvements
• Excellent communication skills with the ability to clearly escalate issues and influence
• High level of ownership, adaptability, and comfort operating in a fast-paced, evolving environment

🎁 Benefits

• Competitive compensation structure with base and target bonus
• 3 weeks paid time off (inclusive of vacation & sick time), increasing with time in service and
• $100 monthly wellness stipend for health and fitness-related expenses
• 401k Retirement Plan with company match
• Comprehensive benefit offerings that include medical, dental, vision, pet, home, and auto
• Family Planning benefits through KindBody