[Hiring] Member Support Associate @Twin Health

Role Description

As an L1 Member Support Associate, you are on the front lines of the Twin member experience, working directly with members throughout the day via video, phone, and messaging channels. This is a highly interactive, member-facing role where you will:

• Conduct Sensor Activation visits, ensuring successful connectivity of required sensors.
• Support a continuous flow of scheduled, member-facing visits throughout the day.
• Engage with members via video and phone calls for a majority of the workday.
• Handle back-to-back customer interactions across phone, video, and chat channels.
• Troubleshoot technical issues efficiently while delivering empathetic, high-quality member experiences.
• Document all interactions accurately and in real time.
• Manage and resolve support cases within a ticketing system.
• Prioritize and triage inbound inquiries based on urgency and impact.
• Consistently meet Service Level Agreements (SLAs) and performance metrics.
• Collaborate cross-functionally to escalate and resolve complex issues as needed.
• Maintain a strong attention to detail while multitasking across systems, tools, and workflows.

Qualifications

• Completed a post-secondary program.
• 2+ years of experience in customer-facing roles.
• Fluent in English and Spanish preferred.
• Experience in a high-volume, queue-based contact center environment.
• Ability to resolve technical issues in real time while delivering empathetic, high-quality member experiences.
• Clear, confident communicator skilled in handling high-frequency interactions.
• Strong organizational skills with the ability to prioritize and adapt quickly.
• Team-oriented with a passion for member success.

Requirements

• Thrive in a fast-paced, performance-driven environment.
• Ability to manage a high volume of customer interactions while maintaining quality.
• Demonstrate strong time management and prioritization skills.
• Work autonomously while remaining aligned with team goals.
• Adapt quickly to evolving tools, processes, and business needs.

Benefits

• Compensation range: $21.00-$24.00 hourly.
• Competitive compensation package in line with leading technology companies.
• Remote-friendly company culture.
• Opportunity for equity participation.
• Unlimited vacation with manager approval.
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks for non-delivering parents.
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family.
• 401k retirement savings plan.