Opportunity 

As the L1 Member Support Lead, you will directly impact the lives of Twin members and our Care Team by leading a frontline support team that delivers swift, empathetic, and precise issue resolution. You will serve as a mentor and escalation point for up a team of direct reports, ensuring that our Zendesk queues, support workflows, and Support operations are executed with excellence and in alignment with SLAs. This role requires a mix of tactical execution and strategic insight, with a strong emphasis on team leadership, cross-functional collaboration, and continuous process improvement.

Responsibilities 

Team Leadership & Development

• Lead, mentor, and coach a team of L1 Support Specialists and Associates 
• Set team goals, track performance, and conduct regular 1:1s and performance reviews
• Foster a positive, high-performing, supportive and collaborative team culture
• Drive team success across support metrics, standards and KPIs

Zendesk & Ticket Operations

• Manage Zendesk queues to ensure timely resolution within SLA
• Monitor and manage ticket volume, backlog, and escalations
• Identify trends impacting SLA or CSAT and support issue resolution 
• Handle high-priority tickets as needed, modeling quality and empathy
• Identify and recommend opportunities for improvement 

Workflow Ownership & Cross-Functional Collaboration

• Oversee Sensor Replacement and Supply Support workflows
• Align resources and staffing with L1 Support leadership 
• Conduct member visits, as needed
• Collaborate  with Product, Engineering, Supply Chain and Clinical Operations to resolve issues 
• Triage and escalate issues to L2 via Jira
• Collaborate with Member Experience Team on any needed issues resolution

Project & Process Improvement

• Lead or contribute to L1 internal and cross-functional support projects
• Identify and address process gaps and inefficiencies 
• Audit and refineSOPs and protocols to ensure compliance, consistency, and quality

Support Quality & Reporting

• Conduct regular quality control checks on ticket handling, member visits, and team SOP adherence
• Monitor member satisfaction (CSAT/NPS) and support performance metrics
• Provide weekly updates and insights to L1 leadership Leverage data and dashboards to identify any gaps, issues and trends

Knowledge & Communication

• Maintain up-to-date internal documentation and SOPs
• Collaborate with L1 Training team to ensure coordination of knowledge transfer 
• Cascade new information and updates to the team in a timely and clear manner
• Promote continuous education and enablement across the team

Additional Expectations

• Serve as an escalation point for member and internal support issues
• Lead by example in upholding Twin’s culture of high performance, empathy, and excellence
• Participate in on-call coverage (on a rotation basis during holidays/weekends)
• Additional duties as assigned

Qualifications 

• 2–5 years in a leadership role managing frontline support teams
• 2+ years of hands-on experience as a Zendesk platform owner or administrator
• Proven ability to manage ticket queues, maintain SLA performance, and drive customer satisfaction
• Strong people leadership, coaching, and interpersonal skills
• Excellent verbal and written communication
• Strong organizational skills and time management in a fast-paced environment
• Analytical skills and ability to use data to drive decisions (SLAs, CSAT, COGS, etc.)
• Passion for providing exceptional support to both customers and internal teams

Preferred Qualifications:

• Background in healthcare, member support, or technical support
• Experience leading support in a SaaS or hardware+software hybrid environment
• Knowledge of sensor fulfillment, device troubleshooting, or logistics workflows
• Familiarity with Jira, analytics dashboards, and customer experience metrics
• Strong understanding of member satisfaction and NPS tracking
• Passion for Twin’s mission to reverse and improve chronic metabolic conditions
• This remote opportunity is available to US based persons. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Compensation and Benefits  

The compensation range for this position is $75,000-$85,000 annually. 

In addition, Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin

• A competitive compensation package in line with leading technology companies
• As a remote friendly company we are committed to providing opportunities for all who join to further build relationships, increase cross-functional collaboration, and celebrate our accomplishments.
• Opportunity for equity participation 
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan