Twin Health Is Hiring A Bilingual Member Support Associate (Spanish/English)

Join Twin Health: Revolutionizing Healthcare with Innovation and Compassion

At Twin Health, we are dedicated to empowering individuals to reverse, prevent, and improve chronic metabolic diseases through cutting-edge technology and personalized care.

About Twin Health

We developed The Whole Body Digital Twin™, a dynamic, personalized representation of each individual's metabolism created from thousands of daily data points collected via non-invasive sensors and self-reported preferences. This innovative approach sets a new standard of care, enabling physicians and patients to make data-driven, personalized decisions.

Working at Twin Health

Our passionate and talented team is driven by a shared purpose to enhance the health and happiness of our members. We foster a culture that empowers every team member to create impact for our members, partners, and company, all while enjoying a rewarding work environment. Twin Health has received numerous accolades, including:

• Innovator of the Year by Employer Health Innovation Roundtable (EHIR)
• Name in the 2021 CB Insights Digital Health 150
• Recognition in Built In's 2022 Best Places To Work Awards

Backed by leading venture capital funds such as ICONIQ Growth, Sequoia, and Sofina, we are scaling our services in the U.S. and globally to address the worldwide chronic metabolic disease crisis. Recently, we announced meaningful partnerships with prominent employers like Blackstone and Berkshire Hathaway. Join us in transforming healthcare and building the most impactful digital health company in the world!

Excited to Contribute to Better Health & Happiness?

Discover your potential with us and be a part of creating positive change in people's lives!

Opportunity: Member Support Specialist

As the Member Support Specialist, you will be the first point of contact for our Twin Members and Care Teams, providing support and troubleshooting for issues related to the digital product, sensors, and services. This pivotal customer-centric role requires a passionate problem-solver committed to delivering exceptional service and contributing to our mission of reversing and healing chronic disease.

Key Responsibilities

• Handle inbound inquiries via phone, email, or chat promptly and accurately, tracking all interactions in a ticketing system
• Ensure precise, high-quality, and timely documentation of solutions and activities
• Collaborate with Product, Sales, Clinical, and Customer Experience teams across regions to deliver best-in-class support and maintain high NPS scores
• Follow up timely on support cases to meet Service Level Agreements and ensure customer satisfaction
• Work with third-party vendors to resolve healthcare device-related issues
• Troubleshoot, triage, and escalate issues effectively, engaging appropriate stakeholders
• Contribute to resource development like FAQ articles and videos for support tools
• Develop in-depth knowledge of Twin's products and offerings as a subject matter expert
• Monitor and report on support quality to internal teams for continuous improvements
• Resolve escalated customer issues independently and through team collaboration
• Participate in on-call rotations during holidays and weekends for emergency support
• Perform additional duties as assigned

Qualifications

Education & Experience

• Post-secondary education completed
• 3+ years experience in technical support or customer-facing roles
• Successful background check clearance

Productivity & Skills

• Ability to thrive in a fast-paced environment with competing priorities
• Strong judgment for prioritizing responsibilities and member needs
• Proactive, autonomous work style with consistent achievement of productivity metrics

Communication Skills

• Bilingual in English and Spanish
• Exceptional interpersonal and customer relationship skills
• Excellent written and verbal communication in English, capable of engaging with all organizational levels
• Ability to relate strategically and problem-solve across diverse member bases

Human-Centered Service & Hospitality

• Passionate about member success, skilled in handling difficult conversations
• Proven track record of high member satisfaction and understanding of NPS
• Healthcare or IoT Medical device experience preferred
• Deep passion for Twin’s mission to transform lives through metabolic health

Benefits & Perks

At Twin Health, we are committed to creating an outstanding culture and providing comprehensive benefits to empower our team. Our offerings include:

• Competitive salary aligned with leading tech companies
• Remote, global team environment
• Opportunity for equity participation
• Unlimited vacation with manager approval
• 16 weeks of paid parental leave for delivering parents; 8 weeks for non-delivering parents
• Fully employer-sponsored healthcare, dental, and vision coverage for employees and substantial coverage for family members; Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• 401(k) retirement savings plan

Join us in revolutionizing healthcare and making a meaningful impact on lives worldwide! 🚀🌍