Member Support Associate — High-Impact Multichannel Support

Twin Health; United States; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

401(k) for retirement

Unlimited PTO

Medical, dental, and vision coverage

HSA/FSA plans

Life insurance and disability

Parental leave (16 weeks primary, 8)

Job summary

Twin Health seeks an L1 Member Support Associate to be on the front lines of the member experience, engaging through video, phone, and chat. You will conduct Sensor Activation visits, troubleshoot in real time, and guide members through critical moments in their Twin journey.

You’ll work in a high-volume, queue-based environment with SLAs and quality targets, delivering empathetic, solution-oriented support while documenting interactions and escalating when needed.

Qualifications

• 2+ years of experience in customer-facing roles.
• Experience in a contact/call center or similar high-volume customer support environment preferred.
• Fluent in English; Spanish preferred.
• Strong interpersonal skills.
• Ability to balance efficiency with empathy in every interaction.

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 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.
• 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.
• Collaborate cross-functionally to escalate and resolve complex issues as needed.

Skills

Customer communication

Empathy

De-escalation

Multitasking

Time management

Team collaboration

Education

Post-secondary program

Job description

Twin Health seeks an L1 Member Support Associate to be on the front lines of the member experience, engaging through video, phone, and chat. You will conduct Sensor Activation visits, troubleshoot in real time, and guide members through critical moments in their Twin journey.

You’ll work in a high-volume, queue-based environment with SLAs and quality targets, delivering empathetic, solution-oriented support while documenting interactions and escalating when needed.