Bilingual Member Support Associate, Twin Health
Spanish Speaker
+ Equity
Individualized healthcare guidance for chronic metabolic diseases
Open for applications
Individualized healthcare guidance for chronic metabolic diseases
501-1000 employees
Open for applications
+ Equity
501-1000 employees
Company mission
To transform lives by empowering people to reverse and prevent chronic metabolic diseases, improve energy and physical health, and extend lifespan.
Role
Who you are
- 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
- The ideal candidate exudes customer service in every interaction, while always leading with professionalism, patience, and attention to detail
- To be successful, we need an individual who will thrive in a fast-paced environment, with a passion not only in defining what top-tier customer support looks like, but also by partnering with Senior Leadership to build and expand the customer support function over time
- We are looking for someone excited to grow within the clinical operations team, that will bring a fresh perspective to wow and retain our member-base
- Completed a post-secondary program
- 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 workstyle, 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
- Healthcare experience preferred
- IoT Medical device 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
- The Member Support Specialist will be the first line of contact for all Twin Members and Care teams to troubleshoot support escalations or queries related to the Twin digital product and experience, sensor-related escalations, and/ or queries related to Product/service
- The Member Support Specialist will also serve as a key liaison between Twin’s member base, our Clinical Operations team, and the L2 / engineering support team; creating insights to inform ongoing optimizations to the digital experience
- 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
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.
Steph
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Dec 2023
$50m
LATE VC
Oct 2021
$140m
SERIES C
Total funding: $233.5m
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
Mountain View, 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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