
Member Support Associate

Twin Health
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 Twinβs 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
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