Member Support Associate (Temporary)

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

• 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
• 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 escalat[e] and resolve complex issues as needed
• Maintain a strong attention to detail while multitasking across systems, tools, and workflows

Benefits

• 401(k) for retirement
• Unlimited PTO
• High-quality medical, dental, and vision coverage
• HSA/FSA plans, life insurance, and disability
• Support from licensed financial wellness advocates
• Paid parental leave for birth/adoption (16 weeks of 100% paid leave for the primary caregiver and 8 weeks for the secondary)
• Access to benefits supporting overall well-being (eg. pet insurance, gym discounts)
• Stipend program (100% personalized and inclusive)

We are looking for team members who are motivated by meaningful, hands-on work and who take pride in delivering high-quality support at scaleThe ideal candidate brings professionalism, empathy, and attention to detail, while thriving in a fast-paced environment that requires both efficiency and careStrong interpersonal skills with the ability to deliver clear, concise communication across high-frequency customer interactionsExperience in a contact/call center or similar high-volume customer support environment preferredAdapt quickly to evolving tools, processes, and business needsStrong organizational skills with the ability to prioritize, adapt quickly, and consistently meet productivity and quality targetsSkilled in de-escalation and handling challenging conversations with professionalismFluent in English and Spanish preferredHealthcare experience preferredPassion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseasesClear, confident communicator across member and internal interactionsCommunicate effectively across multiple channels (phone, video, chat, email)2+ years of experience in customer facing rolesTeam-oriented with a passion for member success and a track record of driving satisfaction (healthcare experience preferred)Must be passionate about the success of our members and be skilled in the art of having difficult conversationsThrive in a fast-paced, performance-driven environment with competing prioritiesMust have a measurable track record of member satisfaction and understanding of NPSAbility to balance efficiency with empathy in every interactionThrives in collaborative team environmentConsistently meet or exceed productivity and quality benchmarksStrong team player who collaborates effectively in a fast-paced environmentMust be open to learn from constructive feedbackAbility to resolve technical issues in real time while delivering empathetic, high-quality member experiences and meeting SLAsClear, confident communicator skilled in handling high-frequency interactions and navigating challenging conversations with professionalismAbility to manage a high volume of customer interactions while maintaining quality and efficiencyExperience in a high-volume, queue-based contact center environment, managing back-to-back customer interactions across phone, video, and chatProvide clear insights and updates to team members, leadership, and cross-functional partnersDemonstrate strong time management and prioritization skills in a structured, metrics-driven workflowWork autonomously while remaining aligned with team goals and operational standardsCompleted a post-secondary program