Member Support Associate, Bilingual – English/Spanish

Twin Health

Member Support Associate engaging with members through video, phone, and messaging channels. Responsible for Sensor Activation visits and providing real-time support while troubleshooting issues.

Posted 5/21/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $21 - $24 per hourWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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)

Benefits

Comp & perks

A competitive compensation package in line with leading technology companies
As a remote friendly company, we are committed to providing opportunities for all who join to further build relationships, increase cross-functional collaboration, and celebrate our accomplishments
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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical troubleshootingticketing system managementcustomer interaction managementreal-time supportSLA complianceperformance metricsmultitaskingdocumentationqueue managementproblem resolution

Soft Skills

empathetic communicationclear communicationorganizational skillsadaptabilityteam-orientedprofessionalismattention to detailmember success focusconflict resolutioncustomer satisfaction

Certifications

post-secondary program completion