Member Support Associate, Twin Health
Temporary
$21.00-$24.00 USD p/h + Opportunity for Equity
Individualized healthcare guidance for chronic metabolic diseases
Job no longer available
Individualized healthcare guidance for chronic metabolic diseases
501-1000 employees
Job no longer available
$21.00-$24.00 USD p/h + Opportunity for 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
- 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
- Thrive in a fast-paced, performance-driven environment with competing priorities
- Ability to manage a high volume of customer interactions while maintaining quality and efficiency
- Demonstrate strong time management and prioritization skills in a structured, metrics-driven workflow
- Consistently meet or exceed productivity and quality benchmarks
- Work autonomously while remaining aligned with team goals and operational standards
- Adapt quickly to evolving tools, processes, and business needs
- Clear, confident communicator across member and internal interactions
- Strong team player who collaborates effectively in a fast-paced environment
- 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
- Ability to balance efficiency with empathy in every interaction
- Skilled in de-escalation and handling challenging conversations with professionalism
- Communicate effectively across multiple channels (phone, video, chat, email)
- Provide clear insights and updates to team members, leadership, and cross-functional partners
- 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
- Completed a post-secondary program
- 2+ years of experience in customer facing roles
- Fluent in English and Spanish preferred
- 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
- Strong organizational skills with the ability to prioritize, adapt quickly, and consistently meet productivity and quality targets
- Team-oriented with a passion for member success and a track record of driving satisfaction (healthcare experience preferred)
What the job involves
- 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
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
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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