Customer Success Associate - Technical Support (Field work)

Twin Health; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Twin Health in Hyderabad is seeking a Field Operations Associate to support patients with CGM patches, sensors, and device setup. You will troubleshoot device issues and guide users, under the guidance of clinical care teams.

The role requires 1 year in tech support, a technical degree or diploma, and strong communication in English, Telugu, and Hindi. You will work on site in Hyderabad, collaborating with cross-functional teams to ensure seamless user experiences.

Qualifications

• Bachelor's degree or Diploma in a technical field.
• At least 1 year in customer technical support.
• Experience in customer service or tech support.
• Strong written and verbal communication.
• Proficient with video conferencing and remote tools.

Responsibilities

• Assist patients with CGM patches, sensors, and device setup.
• Identify and resolve technical issues; escalate when needed.
• Educate members on basic troubleshooting and device care.
• Maintain patient interaction records and documentation.
• Provide empathetic, efficient support to improve user experience.
• Support business operations, events, lead generation, and inventory tasks.

Skills

Customer service

Technical support

Communication

Problem solving

Remote support

Independence

Teamwork

Education

B.Sc. in Computer Science

Diploma in CS

Tools

Video conferencing tools

Messaging apps

Remote support tools

Job description

Twin Health

At Twin Health, we empower people to improve and prevent chronic metabolic diseases, like type 2 diabetes and obesity, with a new standard of care. Twin Health is the only company applying AI Digital Twin technology exclusively toward metabolic health.

We start by building a dynamic model of each person's metabolism - drawing on thousands of data points from CGMs, smartwatches, and meal logs - that maps their personal path to better health. Guided by a dedicated clinical care team, our members have lowered their A1C below the diabetes range, achieved lasting weight loss, and reduced or even eliminated medications, all while living healthier, happier lives.

Working here

Our team at Twin Health is passionate, talented, and united by a shared purpose: to improve the metabolic health and happiness of our members. We believe in empowering every Twin to make a meaningful impact for our members, our clients, and each other, while enjoying a supportive, collaborative work environment.

Twin has been recognized not only for our innovation but also for our culture, including: Innovator of the Year by the Employer Health Innovation Roundtable (EHIR), selected to CB Insights' Digital Health 150, and named one of Newsweek's Top Most Loved Workplace.

With more than $100 million raised in recent funding, including a $53 million Series E round in 2025 led by Maj Invest, and a $50 million investment in 2023 led by Temasek, Twin is scaling rapidly across the U.S. and globally. Backed by leading venture firms like ICONIQ Growth, Sequoia, Sofina, Temasek, and Peak XV, we are building the most impactful digital health company in the world.

Join us as we reinvent the standard of care in metabolic health.

Functional Unit: Operations

Location: Hyderabad

Work Type: Field work

Key Responsibilities:

• Guidance & Support: Assist patients in fixing CGM patches, pairing sensors, and setting up devices.
• Troubleshooting: Identify and resolve technical issues, escalating complex cases when necessary.
• Member Education: Provide basic troubleshooting tips and best practices for device maintenance.
• Documentation: Maintain patient interaction records and necessary documentation.
• Customer Satisfaction: Deliver empathetic and efficient support to enhance the user experience.
• ADHOC Tasks: Support business operations, including events, lead generation, and inventory management.

Skills & Requirements:

• Education: B.Sc. / Diploma in Computer Science or a relevant technical degree.
• Experience: Minimum 1 year in customer technical support.
• Technical Proficiency: Prior experience in customer service or a technical support role.
• Communication Skills: Ability to convey complex technical information clearly and effectively.
• Problem-Solving: Strong analytical skills with a patient-centric approach to troubleshooting and issue resolution.
• Virtual Communication Tools: Proficiency in using video conferencing platforms, messaging apps, and remote support tools.
• Work Approach: Ability to work independently and collaboratively in both virtual and physical environments, demonstrating reliability and professionalism.
• Work Location & Language Preferences: Hyderabad: English, Telugu, and Hindi (mandatory).

We have been made aware of fraudulent interview requests being sent using the Twin Health's name. All communications will come from official Twin Health channels and a twinhealth.com email address. We will never ask you to complete a text interview or request financial details during the interview process.