Member Services Team Lead

The Member Services Team Lead is responsible for supporting and driving the team’s success in delivering attentive, high-quality customer service to Personify Health clients. This role handles incoming client calls across a range of inquiries and assists members with technical issues related to the website and products.

This role is located in Tempe AZ- all candidates must be able to commute into this location weekly. 

• →Assisting agents with their calls and inquiries, both remotely and onsite - Agent reaches out via Teams or in person for assistance with their inquiries. TLs will investigate the inquiry, and provide assistance and guidance to agents.
• →Assisting with IT issues (reporting and troubleshooting) - If an issue with the services is identified or reported, TLs will do the standard troubleshooting before reporting it to the IT department. TLs will gather the necessary information and report the ongoing issues.
• →Supervisor Callbacks - Once an agent submits a Supervisor callback through Zendesk, the TL is tasked with investigating the inquiry and completing the Supervisor callback.
• →Agent Escalations - If an agent needs more information about claims, eligibility, or benefits, they escalate to their TL. Once escalated, the TL will investigate and, if necessary, reach out to the appropriate departments for additional information. Once obtained, the escalation will be returned to the agent with the updated information for them to resolve the inquiry.
• →Assisting supervisors with the QA process - Once an agent receives an evaluation, before appealing the agent will reach out to the TL. The TL will investigate and report to the supervisor if further assistance is needed. If not, the TL will provide feedback and guidance to the agent about the evaluation.
• →Providing supervisors with agent feedback - TLs will provide regular feedback about team members and other agents on their overall performance and communication.
• →Outlining and documenting certain MS procedures - TLs will gather information, updates, and new SOP's, and update the documentation accordingly. Usually by investigating ongoing issues within the SOP's or receiving official communication from Supervisors.
• →Adding organizations to ZD - When an organization is missing in Zendesk, the TL will create an organization within Zendesk using the Group No., Group name, and Group location.
• →Additional tasks, depending on the kind of project currently being worked on, as well as its workload.
• →All other duties as assigned.

• High school diploma or equivalent required
• Minimum of one year of customer service experience in a call center environment; previous leadership or team lead experience preferred
• TPA (Third Party Administrator) experience and familiarity with medical terminology preferred
• Excellent written and verbal communication skills
• Strong personal computer usage and Internet proficiency skills
• Ability to effectively support, guide, and collaborate within a team environment 

• Flexible with scheduling based on business needs
• Attentive listener with the ability to assess and support member needs
• Types 30+ WPM with accuracy
• Strong work ethic; able to manage multiple priorities in a fast-paced environment
• Strong customer service, analytical, and decision-making skills
• Quick learner with the ability to navigate new systems
• Highly organized with strong follow-up and attention to detail
• Able to effectively interact with employees at all levels and work with diverse teams

• Competitive base salary and benefits effective day one
• Comprehensive medical and dental through our own health solutions (yes, we use what we build)
• Paid Time Off—rest and recharge time is non-negotiable
• Mental health support, retirement planning, and financial protection
• Professional development with clear career progression and learning budgets
• Mission-driven culture where diverse perspectives drive real impact on people's health

Want the full picture? Visit personifyhealthbenefits.com to explore our complete benefits package, wellness programs, and other employee perks.

Compensation: This position offers a base salary range of $22.00-$24.00 per hour, depending on location, skills, and experience. You're eligible for our full benefits package starting day one.

Our Commitment: Personify Health is an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive—because diversity is core to who we are and critical to our work in health and wellbeing.

Stay Safe: Personify Health will never ask for payment or sensitive personal information like social security numbers during hiring. All official communication comes from verified company email addresses and or our secure applicant tracking system. Suspicious requests? Report them to talent@personifyhealth.com. View all legitimate openings at personifyhealth.com/careers.