[Remote] Member Support Associate (Temp)

Note: The job is a remote job and is open to candidates in USA. Twin Health is dedicated to improving and preventing chronic metabolic diseases through innovative AI Digital Twin technology. The Member Support Associate will serve as the first point of contact for Twin Members, addressing support escalations and queries related to the Twin digital product and experience while ensuring high standards of customer service.

Responsibilities

• Handle inbound customer inquiries in a timely and accurate way, via phone, email or chat and track inquiries in a ticketing system
• Maintain accurate, high-quality, and timely documentation for all steps and activities undertaken to resolve client issues/questions
• Collaborate with the Product, Sales, Clinical and Customer Experience teams (both in USA and at times, in India) to ensure we provide best customer experience and attain high NPS
• Ensure proper, timely follow-up on assigned support cases to ensure Service Level Agreements are met and customer satisfaction is consistently high
• Work with third party vendors to resolve healthcare device related issues
• Responsible for troubleshooting, triaging, and escalating support issues across multiple areas in the organization to engage appropriate stakeholders
• Utilize and contribute to resource development for most common tools: FAQ articles, videos, etc.
• Gain an in-depth knowledge and become a subject matter expert of Twin Product and offering
• Monitor and review the level of support that is provided to our customers and provide internal stakeholders with this data on an ongoing basis
• Successfully manage and resolve escalated customer support issues individually and through collaboration with team members
• Ability to be on-call during some holidays and weekends (rotation) for emergency issues
• Additional duties as assigned

Skills

• 3+ years of experience in technical support or customer facing roles
• Must be able to pass a background check
• Ability to handle a fast-paced environment with competing priorities
• Use of good judgment to appropriately prioritize responsibilities and member needs
• Display a proactive and efficient work style, consistently meet productivity metrics while working autonomously
• Strong interpersonal, customer relationship/partnership and influential skills to facilitate the implementation of efficient business processes supported by technology across all departments
• Must have excellent customer interaction skills, written and oral communication skills in English, along with the ability to strategically relate and problem-solve to a diverse member-base.
• Must be able to interface appropriately and provide key insights at all levels (i.e. Support Team, management, executives, and customers).
• Must be passionate about the success of our members and be skilled in the art of having difficult conversations.
• Must have a measurable track record of member satisfaction and understanding of NPS
• Passion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases.
• Completed a post-secondary program preferred
• Healthcare experience preferred
• IoT Medical device experience preferred

Benefits

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• 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

Company Overview

• Twin Health is a metabolic health platform that offers sensors, AI to reverse, prevent and improve chronic metabolic diseases. It was founded in 2018, and is headquartered in Mountain View, California, USA, with a workforce of 201-500 employees. Its website is http://twinhealth.com.

Company H1B Sponsorship

• Twin Health has a track record of offering H1B sponsorships, with 8 in 2025, 6 in 2024, 8 in 2023, 18 in 2022, 8 in 2021, 3 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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