Member Support Associate (Temp)

Twin Health 

At Twin Health, we empower people to reverse, prevent and improve chronic metabolic diseases. Twin Health invented The Whole Body Digital Twin™ , a dynamic representation of each individual’s unique metabolism, built from thousands of data points collected daily via non-invasive sensors and self-reported preferences. The Whole Body Digital Twin delivers a new standard of care, empowering physicians and patients to make personalized data-driven decisions. 

Working here 

Our team is passionate, talented, and driven by our purpose to improve the health and happiness of our members. Our culture empowers each Twin to do what’s needed to create impact for our members, partners, and our company, and enjoy their experience at work. Twin Health was awarded Innovator of the Year by Employer Health Innovation Roundtable (EHIR) (out of 358 companies), named to the 2021 CB Insights Digital Health 150, and recognized by Built In's 2022 Best Places To Work Awards. Twin Health has the backing of leading venture capital funds including ICONIQ Growth, Sequoia, and Sofina, enabling us to scale services in the U.S. and globally and help solve the global chronic metabolic disease health crisis. We have recently announced broad and growing partnerships with premier employers, such as Blackstone and Berkshire Hathaway. We are building the company you always wished you worked for. Join us in revolutionizing healthcare and building the most impactful digital health company in the world!

Excited to join us and do your part in improving people’s health and happiness?

Opportunity 

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, troubleshoot in real time, and guide members through critical moments in their Twin journey. Success in this role requires strong presence and the ability to stay focused and engaged across a steady flow of member interactions. You will operate in a structured, queue-based environment where consistency, responsiveness, and quality in every interaction are key. We are looking for team members  who are motivated by meaningful, hands-on work and who take pride in delivering high-quality support at scale. The ideal candidate brings professionalism, empathy, and attention to detail, while thriving in a fast-paced environment that requires both efficiency and care.

Responsibilities 

• Conduct Sensor Activation visits with new members, ensuring successful connectivity of required sensors
• Support a continuous flow of scheduled, member-facing visits throughout the day, with a focus on maintaining quality and consistency across each experience
• Engage with members via video and phone calls for a majority of the workday, providing real-time, solution-oriented support in a high-volume, queue-based environment
• Handle back-to-back customer interactions across phone, video, and chat channels with minimal downtime
• Troubleshoot technical issues efficiently while delivering empathetic, high-quality member  experiences
• Document all interactions accurately and in real time, ensuring clear visibility across systems and teams
• Manage and resolve support cases within a ticketing system
• Prioritize and triage inbound inquiries based on urgency and impact, ensuring timely resolution
• Consistently meet Service Level Agreements (SLAs) and performance metrics such as first response time, resolution rate, and customer satisfaction
• Collaborate cross-functionally to escalate and resolve complex issues as needed
• Maintain a strong attention to detail while multitasking across systems, tools, and workflows

Productivity

• Thrive in a fast-paced, performance-driven environment with competing priorities
• Ability to manage a high volume of customer interactions while maintaining quality and efficiency
• Demonstrate strong time management and prioritization skills in a structured, metrics-driven workflow
• Consistently meet or exceed productivity and quality benchmarks
• Work autonomously while remaining aligned with team goals and operational standards
• Adapt quickly to evolving tools, processes, and business needs

Communication

• Clear, confident communicator across member and internal interactions
• Strong team player who collaborates effectively in a fast-paced environment
• Strong interpersonal skills with the ability to deliver clear, concise communication across high-frequency customer interactions
• Experience in a contact/call center or similar high-volume customer support environment preferred
• Ability to balance efficiency with empathy in every interaction
• Skilled in de-escalation and handling challenging conversations with professionalism
• Communicate effectively across multiple channels (phone, video, chat, email)
• Provide clear insights and updates to team members, leadership, and cross-functional partners

Human-centered Service & Hospitality

• Thrives in collaborative team environment
• Must be passionate about the success of our members and be skilled in the art of having difficult conversations
• Must be open to learn from constructive feedback
• Must have a measurable track record of member satisfaction and understanding of NPS
• Healthcare experience preferred
• Passion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases 

Qualifications

Education and Experience

• 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, managing back-to-back customer interactions across phone, video, and chat.
• Ability to resolve technical issues in real time while delivering empathetic, high-quality member experiences and meeting SLAs.
• Clear, confident communicator skilled in handling high-frequency interactions and navigating challenging conversations with professionalism.
• Strong organizational skills with the ability to prioritize, adapt quickly, and consistently meet productivity and quality targets.
• Team-oriented with a passion for member success and a track record of driving satisfaction (healthcare experience preferred)

Compensation and Benefits  

The compensation range for this position is $21.00-$24.00 hourly. 

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