Member Support Associate, Twin Health

Salary not provided

The compensation range for this position is $21.00-$24.00 hourly + Equity

Junior level

Remote from US

More information about location

Individualized healthcare guidance for chronic metabolic diseases

Job no longer available

Individualized healthcare guidance for chronic metabolic diseases

501-1000 employees

HealthcareB2CPersonal healthArtificial IntelligenceMedTech

Job no longer available

Salary not provided

The compensation range for this position is $21.00-$24.00 hourly + Equity

Junior level

Remote from US

More information about location

501-1000 employees

HealthcareB2CPersonal healthArtificial IntelligenceMedTech

Company mission

To transform lives by empowering people to reverse and prevent chronic metabolic diseases, improve energy and physical health, and extend lifespan.

Job

Company

Role

Who you are

The ideal candidate exudes customer service in every interaction, with a high level of professionalism, patience, and attention to detail
To be successful, we need an individual who will thrive in a fast-paced environment, with a passion for top-tier customer support
This position will be Saturday-Wednesday
Completed a post-secondary program
1+ years of experience in customer facing roles
Fluent in English and Spanish preferred
Ability to handle a fast-paced environment with competing priorities
Use of good judgment to appropriately prioritize responsibilities and member needs
Display a calm, friendly, proactive, and efficient workstyle
Consistently meet productivity metrics while working autonomously
Willing and eager to learn and adapt to changing needs
Strong interpersonal and customer service skills
Professional communications skills with experience in a contact center environment
Desire to help members with efficiency and empathy
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 communicate appropriately and provide key insights at all levels (i.e. Support Team, Management, executives, and customers)
Human-centered Service & Hospitality
Thrives in collaborative team environment
Must be passionate about the success of our members and be skilled in the art of having difficult conversations
Must be open to learn from constructive feedback
Must have a measurable track record of member satisfaction and understanding of NPS
Healthcare experience preferred
Passion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases

What the job involves

As Support Associate you are the first line of contact for all Twin Members and Care teams to troubleshoot support requests related to Twin Sensors and Twin App, or Twin services
In this critical customer-centric role, we are looking for a passionate problem-solver who finds fulfillment through working with others to achieve Twin’s greater mission to reverse and heal chronic disease
Handle inbound customer inquiries in a timely and accurate way, via phone, video, email or chat and track inquiries in a ticketing system
Interact with customers professionally over video on a daily basis
Maintain accurate, high-quality, and timely documentation for all steps and activities undertaken to resolve member issues/questions
Ensure proper, timely follow-up on assigned support cases to ensure Service Level Agreements are met and customer satisfaction is consistently high
Responsible for triaging and troubleshooting support issues across multiple areas as directed by Management
Conduct Sensor Activation visits with new members
Gain an in-depth knowledge and become a subject matter expert of Twin Product, Twin Sensors, and Twin services

Our take

Metabolic Syndrome affects over a billion people worldwide, and can massively increase the risks of heart disease and stroke. Although the root cause is known to be differences in metabolic performance, each case is so complex and unique as to stifle investigation into preventions and treatments.

Twin Health aims to combat this problem with its Whole Body Digital Twin. Leveraging AI and wearable sensors, the system creates a dynamic digital representation of the individual’s metabolism. Both patients and doctors can then use this to inform decisions about nutrition, sleep and activity that could help reverse or prevent a variety of chronic metabolic diseases.

Importantly, Twin Health's work is supported by high-quality research that has been peer-reviewed and published in leading journals. This science-first approach supports impressive results, such as over 70% of users with Type 2 diabetes reporting a remission of symptoms at 12 months into the program. 2025 funding is being used to ramp up expansion plans across Fortune 500 clients.

Steph

Company Specialist at Welcome to the Jungle

Insights

4% employee growth in 12 months

Glassdoor (4.2)

Company

Funding (last 2 of 5 rounds)

Aug 2025

$53m

SERIES E

Dec 2023

$50m

LATE VC

Total funding: $286.5m

Company benefits

High-quality medical, dental, and vision coverage
HSA/FSA plans, life insurance, and disability
401(k) for retirement
Support from licensed financial wellness advocates
Unlimited PTO
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)

Company HQ

Suburban Park–Lorelei Manor–Flood Park Triangle, Menlo Park, CA

Leadership

Jahangir Mohammed

(Co-Founder & CEO)

Founder and former CEO of Cisco Jasper and Kineto Wireless.

Terry Poon

(Co-Founder & CTO)

Former VP of Engineering at Jasper.

Maluk Mohamed

(Co-Founder & VP of Research)

Chairman and Director of the MASTeR Group of Institutions.

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