Member Services Lead

Twin Health

At Twin Health , we empower people to improve and prevent chronic metabolic diseases, like type 2 diabetes and obesity, with a new standard of care. Twin Health is the only company applying AI Digital Twin technology exclusively toward metabolic health.

We start by building a dynamic model of each person’s metabolism — drawing on thousands of data points from CGMs, smartwatches, and meal logs — that maps their personal path to better health. Guided by a dedicated clinical care team, our members have lowered their A1C below the diabetes range, achieved lasting weight loss, and reduced or even eliminated medications, all while living healthier, happier lives.

Working here

Our team at Twin Health is passionate, talented, and united by a shared purpose: to improve the metabolic health and happiness of our members. We believe in empowering every Twin to make a meaningful impact for our members, our clients, and each other, while enjoying a supportive, collaborative work environment.

Twin has been recognized not only for our innovation but also for our culture, including: Innovator of the Year by the Employer Health Innovation Roundtable (EHIR), selected to CB Insights’ Digital Health 150, and named one of Newsweek’s Top Most Loved Workplace® .

With more than $100 million raised in recent funding, including a $53 million Series E round in 2025 led by Maj Invest, and a $50 million investment in 2023 led by Temasek, Twin is scaling rapidly across the U.S. and globally. Backed by leading venture firms like ICONIQ Growth, Sequoia, Sofina, Temasek, and Peak XV, we are building the most impactful digital health company in the world.

Join us as we reinvent the standard of care in metabolic health.

Opportunity

Twin’s Contact Center is the front door for our members and our Member Services Lead ensures our team delivers an exceptional experience on every interaction. You will lead a team of Member Service Representatives who support members wherever they are in their journey, from a first eligibility question through enrollment, device setup, and everything in between, with the goal of resolving each need in a single interaction.

This is a people leadership role focused on coaching, supporting, and developing your team. You will own the quality standard across your team, run 1:1s and call reviews that result in improved service delivery, manage the floor in real time as member demand shifts across calls, tickets, and work-queue tasks. A successful candidate has experience leading a frontline service team in a fast-paced contact center environment, and makes decisions from data rather than instinct. This role reports to the Director of Member Services.
Responsibilities
Team Leadership and Development

- Lead, coach, and develop a team of Member Service Representatives, owning their day to day performance, productivity, and growth.

- Hold consistent weekly 1:1s with documented coaching, clear goals, and follow-through on prior coaching feedback.

- Onboard and ramp new Representatives, partnering with training to close knowledge gaps quickly.

- Address individual performance concerns directly and early, with clear expectation setting and documentation.

- Recognize those going above & beyond and lead your team by example.

Quality and Member Experience Standards

- Complete regular call audits and QA evaluations for every team member with written feedback tied to specific moments in the call.

- Participate in calibration sessions with peer Leads, vendor partners, and Member Services leadership to ensure scoring stays consistent across every team and channel.

- Turn QA trends into targeted coaching, refreshed talk tracks, and training recommendations rather than one-off corrections.

- Model the standard yourself by taking escalated and complex member calls when the situation calls for it.

Daily Operations and Service Delivery

- Manage the floor in real time, monitoring queue health, wait times, and availa