Team Lead, Member Services

OneImaging

Team Lead in Member Services at OneImaging, guiding a team delivering reliable member support for their imaging journey. Leading operations, coaching, and enhancement of service quality.

Posted 7/7/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

Swift

About the role

Key responsibilities & impact

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.
Escalation and Problem Solving
Handle escalated member cases, ensuring swift and complete resolution.
Partner with internal teams (Clinical, Operations, Product) to resolve recurring issues.
Operational Excellence
Track and analyze team metrics such as response time, resolution rate, CSAT, and Average Handle Time.
Collaboration and Reporting
Share key insights and recurring member pain points with leadership and cross-functional teams.

Requirements

What you’ll need

5+ years of experience in customer or member support (healthcare experience preferred).
2+ years 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.

Benefits

Comp & perks

Health insurance
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SupportOperational Metrics AnalysisQuality MonitoringEscalation ManagementVolume Management

Soft Skills

Exceptional Communication SkillsTeam MotivationCalm Under Pressure