Member Support Associate Temp
Twin HealthPrecision Health company
RemoteMid
Iconiq Capital
Maj Invest
G9 Ventures
Temasek Holdings
Able Partners
Benchmark Capital Holdings
Operations & Strategy
About the role
TL;DR
Provide front-line member support via video, phone, and messaging, troubleshooting technical issues and guiding members.
- •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.
- •Key Responsibilities Conduct Sensor Activation visits with new members, ensuring successful connectivity of required sensors.
- •Engage with members via video and phone calls for a majority of the workday, providing real-time, solution-oriented support.
- •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.
- •Consistently meet Service Level Agreements (SLAs) and performance metrics such as first response time, resolution rate, and customer satisfaction.
- •Requirements Completed a post-secondary program. 2+ years of experience in customer facing roles.
- •Experience in a high-volume, queue-based contact center environment, managing back-to-back customer interactions across phone, video, and chat.
- •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.
Required skills
Project Management
Domain expertise
healthtech
Benefits & perks
Equity participation, Unlimited vacation, Paid parental leave, Employer sponsored healthcare, Dental insurance, Vision insurance, Health Savings Account, Flexible Spending Account, 401k retirement savings plan
Tech stack
PythonJavaScriptNode.jsReactAWSGitLinuxJiraSlack