Member Services Team Lead (Medtech)

TL;DR

Member Services Team Lead (Medtech): Leading a high-performing support team to deliver quality customer service for a personalized health platform with an accent on agent mentorship, technical troubleshooting, and process optimization. Focus on managing Zendesk workflows, coordinating new hire training, and resolving complex member escalations.

Location: Must be based in Tempe, AZ and able to commute to the office weekly

Salary: $22.00–$24.00 per hour

Company

A personalized health platform integrating health plan administration, holistic wellbeing, and care navigation to improve health outcomes.

What you will do

• Manage Zendesk chat triage and reroute incoming inquiries to appropriate regional queues.
• Provide real-time guidance and support to agents both remotely and onsite to resolve member inquiries.
• Organize and conduct training modules, presentations, and mock calls for new hires.
• Perform initial IT troubleshooting and collaborate with the IT department for onboarding and equipment setup.
• Handle supervisor callbacks and resolve escalated member inquiries regarding claims, eligibility, and benefits.
• Support the QA process by investigating evaluations and providing feedback and guidance to agents.

Requirements

• High school diploma or equivalent (required).
• Minimum one year of customer service experience in a call center environment.
• Proficiency in personal computer usage and internet navigation.
• Ability to type at least 30 wpm with accuracy.
• Strong analytical, decision-making, and verbal/written communication skills.
• Must be able to commute to Tempe, AZ weekly.

Nice to have

• University or post-secondary education.
• Experience with cloud-based contact center software.

Culture & Benefits

• Competitive base salary and comprehensive medical and dental benefits effective day one.
• Paid Time Off (PTO) for rest and recharge.
• Mental health support, retirement planning, and financial protection.
• Professional development opportunities with clear career progression and learning budgets.
• Mission-driven culture focusing on diversity, equity, and inclusion.