Member Support Associate

Summary

Join Twin Health, a company revolutionizing healthcare and improving people's health and happiness, as a Member Support Specialist. You will be the primary point of contact for Twin Members and Care teams, troubleshooting issues related to the Twin digital product, sensors, and services. This customer-centric role requires a passionate problem-solver who thrives in fast-paced environments and excels at building strong customer relationships. You will collaborate with various teams to ensure a best-in-class customer experience and contribute to ongoing product optimizations. The ideal candidate possesses strong communication, problem-solving, and technical support skills, along with a passion for Twin Health's mission. This position offers opportunities for growth within the clinical operations team and the chance to make a significant impact on the company's success.

Requirements

• Completed a post-secondary program
• 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 workstyle, consistently meet productivity metrics while working autonomously
• Must be bilingual English/Spanish
• 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

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

Preferred Qualifications

• Healthcare experience preferred
• IoT Medical device experience preferred
• Passion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases

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