Team Lead, Member Services
oneimaging • Remote
Posted: July 7, 2026
Job Description
As a Team Lead, Member Support, you will guide and develop a team responsible for delivering an exceptional experience to every member who reaches out for help. Your team serves as the front line for resolving questions, addressing issues, and ensuring that members feel supported and informed at every step of their imaging journey.This role blends leadership and execution—you’ll coach frontline agents, monitor service quality, manage workflows, and collaborate across teams to eliminate friction and improve member satisfaction.
What you’ll do:
Lead Daily Operations
- Manage a team of Member Support agents across chat, phone, email and SMS.Ensure coverage, adherence to SLAs, and prompt response to all inbound inquiries.
- Conduct daily check-ins to align on volume, ticket priorities, and tone expectations.
Coaching and Development
- Monitor conversations for quality, tone, and accuracy; deliver actionable feedback.
- Lead weekly coaching sessions and identify top performers and improvement areas.
- Reinforce empathy, clarity, and solution-oriented communication in every interaction.
Escalation and Problem Solving
- Handle escalated member cases, ensuring swift and complete resolution.
- Partner with internal teams (Clinical, Operations, Product) to resolve recurring issues.
- Identify workflow gaps and propose process improvements to enhance efficiency.
Operational Excellence
- Track and analyze team metrics such as response time, resolution rate, CSAT, and Average Handle Time.
- Maintain and refine documentation and macros to streamline support workflows.
- Ensure all communication aligns with OneImaging’s brand voice and compliance standards.
Collaboration and Reporting
- Share key insights and recurring member pain points with leadership and cross-functional teams.
- Provide weekly summaries of team performance, highlighting wins and actionable trends.
- Act as the voice of the member, ensuring feedback loops inform product and process updates.
About You:
- 5+ years of experience in customer or member support (healthcare experience preferred).
- 2+ year in a leadership, quality, or team lead role within a support or contact center environment.
- Exceptional written and verbal communication skills with C2-level English proficiency.
- Demonstrated success in improving CSAT, resolution times, or first-contact resolution rates.
- Strong problem-solving abilities and operational rigor in managing volume and priorities.
- Proficiency with support platforms (Intercom, Zendesk, Freshdesk, or similar) and reporting tools.
- Ability to lead calmly under pressure, motivate others, and maintain a member-first mindset.
Key Competencies
- Leadership & Coaching: Develops talent through consistent feedback and support.
- Member Advocacy: Centers every action around creating clarity and comfort for members.
- Analytical Thinking: Uses data to identify bottlenecks and improve efficiency.
- Communication: Clear, empathetic, and adaptable across channels and member needs.
- Operational Rigor: Drives consistency in execution, documentation, and follow-through.
- Adaptability: Comfortable navigating changing tools, workflows, and priorities.
Experience:
- customer or member support: 5 years (Required)
- leadership, quality, or team lead : 2 years (Required)
- support platforms (Intercom, Zendesk, Freshdesk, or similar): 2 years (Preferred)
Language:
- English fluently (Required)
Additional Content
As a Team Lead, Member Support, you will guide and develop a team responsible for delivering an exceptional experience to every member who reaches out for help. Your team serves as the front line for resolving questions, addressing issues, and ensuring that members feel supported and informed at every step of their imaging journey.This role blends leadership and execution—you’ll coach frontline agents, monitor service quality, manage workflows, and collaborate across teams to eliminate friction and improve member satisfaction.
What you’ll do:
Lead Daily Operations
- Manage a team of Member Support agents across chat, phone, email and SMS.Ensure coverage, adherence to SLAs, and prompt response to all inbound inquiries.
- Conduct daily check-ins to align on volume, ticket priorities, and tone expectations.
Coaching and Development
- Monitor conversations for quality, tone, and accuracy; deliver actionable feedback.
- Lead weekly coaching sessions and identify top performers and improvement areas.
- Reinforce empathy, clarity, and solution-oriented communication in every interaction.
Escalation and Problem Solving
- Handle escalated member cases, ensuring swift and complete resolution.
- Partner with internal teams (Clinical, Operations, Product) to resolve recurring issues.
- Identify workflow gaps and propose process improvements to enhance efficiency.
Operational Excellence
- Track and analyze team metrics such as response time, resolution rate, CSAT, and Average Handle Time.
- Maintain and refine documentation and macros to streamline support workflows.
- Ensure all communication aligns with OneImaging’s brand voice and compliance standards.
Collaboration and Reporting
- Share key insights and recurring member pain points with leadership and cross-functional teams.
- Provide weekly summaries of team performance, highlighting wins and actionable trends.
- Act as the voice of the member, ensuring feedback loops inform product and process updates.
About You:
- 5+ years of experience in customer or member support (healthcare experience preferred).
- 2+ year in a leadership, quality, or team lead role within a support or contact center environment.
- Exceptional written and verbal communication skills with C2-level English proficiency.
- Demonstrated success in improving CSAT, resolution times, or first-contact resolution rates.
- Strong problem-solving abilities and operational rigor in managing volume and priorities.
- Proficiency with support platforms (Intercom, Zendesk, Freshdesk, or similar) and reporting tools.
- Ability to lead calmly under pressure, motivate others, and maintain a member-first mindset.
Key Competencies
- Leadership & Coaching: Develops talent through consistent feedback and support.
- Member Advocacy: Centers every action around creating clarity and comfort for members.
- Analytical Thinking: Uses data to identify bottlenecks and improve efficiency.
- Communication: Clear, empathetic, and adaptable across channels and member needs.
- Operational Rigor: Drives consistency in execution, documentation, and follow-through.
- Adaptability: Comfortable navigating changing tools, workflows, and priorities.
Experience:
- customer or member support: 5 years (Required)
- leadership, quality, or team lead : 2 years (Required)
- support platforms (Intercom, Zendesk, Freshdesk, or similar): 2 years (Preferred)
Language:
- English fluently (Required)