Member Support Associate

Opportunity

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.  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. 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. 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.

Responsibilities

• 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

Qualifications 

Education and Experience

• Completed a post-secondary program
• 3+ years of experience in technical support or customer facing roles
• Must be able to pass a background check

Productivity

• 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

Communication

• 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).

Human-centered Service & Hospitality

• 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. 

Benefits  

Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• Opportunity for equity participation 
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan