Team Lead, Member Advocacy - Spanish Bilingual - Collective Health

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Job Title

Team Lead, Member Advocacy - Spanish Bilingual

Job Location

Plano, TX

Job Listing URL

https://jobs.collectivehealth.com/apply/?gh_jid=6968745

Job Description

At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design.

Our Member Advocate team is on the front lines of servicing our growing member population. As experts in health benefits, Member Advocates truly serve as advocates for our members navigating the complex system. We believe every member deserves concierge level service, which is why we obsess over providing a stellar experience to our members. These interactions across phone, email and chat help fuel innovation across departments. We are hiring an Evening shift Team Lead to help manage our growing Member Advocate team. As a Team Lead, you will be responsible for building our team, helping define our culture, coaching team members, and providing regular feedback to ensure we are delivering incredible service and continuing to achieve our industry-leading NPS and CSAT metrics. You will also work cross-functionally across the organization, contributing to wider company goals and helping us build and scale our business.

What you’ll do:

Manage a subset of advocates on our Member Advocacy team
Coach advocates through mastering the “Craft” of the role through consistent quality evaluations and feedback sessions
Handle member escalations from your direct reports and from clients
Work cross-departmentally on projects that impact the broader organization (Product, Design, Commercial)
Spend a portion of time responding directly to phone, email, and chat inquiries

To be successful in this role, you:

Want to simplify healthcare because you believe people deserve better
Are passionate about providing a great customer experience
Are excited to help young professionals develop in their career
Fluent in Spanish required

It's a plus if you have:

A Bachelor’s degree or higher
people management experience in a customer service organization
Experience scaling a team

Pay Transparency Statement

This is a hybrid position based out of our Plano office, with the expectation of being in office at least three weekdays per week. #LI-hybrid

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits.

Plano, TX Pay Range

$55,365—$69,000 USD

Why Join Us?

Mission-driven culture that values innovation, collaboration, and a commitment to excellence in healthcare
Impactful projects that shape the future of our organization
Opportunities for professional development through internal mobility opportunities, mentorship programs, and courses tailored to your interests
Flexible work arrangements and a supportive work-life balance

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact recruiting-accommodations@collectivehealth.com.