Member Support Associate (Temporary)

• 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 escalate 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 scale
• The ideal candidate brings professionalism, empathy, and attention to detail, while thriving in a fast-paced environment that requires both efficiency and care
• Strong interpersonal skills with the ability to deliver clear, concise communication across high-frequency customer interactions
• Experience in a contact/call center or similar high-volume customer support environment preferred
• Adapt quickly to evolving tools, processes, and business needs
• Strong organizational skills with the ability to prioritize, adapt quickly, and consistently meet productivity and quality targets
• Skilled in de-escalation and handling challenging conversations with professionalism
• Fluent in English and Spanish preferred
• Healthcare experience preferred
• Passion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases
• Clear, confident communicator across member and internal interactions
• Communicate effectively across multiple channels (phone, video, chat, email)
• 2+ years of experience in customer facing roles
• Team-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 conversations
• Thrive in a fast-paced, performance-driven environment with competing priorities
• Must have a measurable track record of member satisfaction and understanding of NPS
• Ability to balance efficiency with empathy in every interaction
• Thrives in collaborative team environment
• Consistently meet or exceed productivity and quality benchmarks
• Strong team player who collaborates effectively in a fast-paced environment
• Must be open to learn from constructive feedback
• Ability to resolve technical issues in real time while delivering empathetic, high-quality member experiences and meeting SLAs
• Clear, confident communicator skilled in handling high-frequency interactions and navigating challenging conversations with professionalism
• Ability to manage a high volume of customer interactions while maintaining quality and efficiency
• Experience in a high-volume, queue-based contact center environment, managing back-to-back customer interactions across phone, video, and chat
• Provide clear insights and updates to team members, leadership, and cross-functional partners
• Demonstrate strong time management and prioritization skills in a structured, metrics-driven workflow
• Work autonomously while remaining aligned with team goals and operational standards
• Completed a post-secondary program