Twin Health · 3 hours ago
Member Support Associate (Temp)
United States
Full-time
Remote
Mid Level
$21/hr - $24/hr
3+ years expTwin Health is a company focused on improving and preventing chronic metabolic diseases through AI Digital Twin technology. They are seeking a Member Support Specialist to be the first line of contact for members and care teams, troubleshooting support issues and enhancing the customer experience.
Artificial Intelligence (AI)Health CareInternet of ThingsMachine LearningNutritionSoftware
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
Qualification
Required
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 work style, consistently meet productivity metrics while working autonomously
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
Passion for Twin's purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases
Preferred
Completed a post-secondary program preferred
Healthcare experience preferred
IoT Medical device experience preferred
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
Company
Twin Health
Twin Health is a metabolic health platform that offers sensors, AI to reverse, prevent and improve chronic metabolic diseases.
201-500 employees
H1B Sponsorship
Twin Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (6)
2023 (8)
2022 (18)
2021 (8)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$350.34MKey Investors
Maj Invest EquityTemasek HoldingsICONIQ Growth
2025-08-21Series E· $53M
2025-05-23Series Unknown· $48.84M
2023-12-13Series D· $50M
Leadership Team
Jahangir Mohammed
Founder and CEO
Maluk Mohamed
Co-Founder, Vice President (Research) & Head -India
Recent News
2025-11-24
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2025-10-17
Company data provided by crunchbase