Opportunity

Reporting to the Member Services Lead, the Member Services Specialist will champion and cultivate a best-in-class Twin experience to Twin’s member base as an extension of the care team. The ideal candidate will be passionate about Twins’ mission, cultivating a growing member community, and values the importance of thoughtful human connection to engage and maintain our memberbase. This role will require an exemplary customer service competency and social media savvyness to interact with our members across dedicated community social channels.

Responsibilities 

• Primary Responsibility: Manage and moderate the Twin Member Community in our dedicated Facebook and Peloton interfaces.
• Enforce Community Guidelines: Actively monitor all member-generated content to ensure compliance with established community guidelines. This includes removing content that is spam, offensive, inappropriate, or violates platform policies.
• Proactive Monitoring: Identify and remove problematic content before it escalates. This may involve using platform moderation tools, keywords, and AI-powered filters to manage a high volume of content.
• Issue Resolution: Investigate and resolve member-reported issues in a professional, fair, and timely manner through internal channels with cross functional stakeholders. This requires strong conflict resolution skills and the ability to de-escalate sensitive situations.
• Actively engage with community members by responding to comments, answering questions, and encouraging constructive conversations. The goal is to build a welcoming and supportive atmosphere.
• Respond to inquiries and comments in a manner that reflects the brand's unique voice, tone, and values. This includes providing helpful information and representing the brand positively.
• Encourage community group growth and participation: Post engaging content, ask questions, and prompt discussions to boost member engagement and foster a sense of community.

Secondary Responsibility: Play an integral role in the day to day operations of the Member Services team

• Proactively outreach and intervene with members who are experiencing challenges or at risk of disenrollment via phone call, chat, and/or email 
• Document, categorize and escalate key themes and pain points from member conversations, including identifying gaps in product, operations, and/or communications. 
• Disseminate member feedback to proper stakeholders in order to inform data-driven retention decisions and investments in improving the member experience.
• Cultivate member delight moments, service recovery, and unbiased support to the Twin member base as a non-clinical extension of the care team
• Provide coverage for the member services call center, as needed
• Additional duties, as assigned

Qualifications 

1-2 years proven track record of community program management, excellent customer service, communication, and organizational skills; Preferred in these areas: Hospitality and or CX experience in a healthcare setting; prior experience with program/project management in tech-enabled Healthcare; concierge or white glove member management expertise

• A natural relationship builder and problem solver, with the ability to pivot quickly based on the ever changing needs of the business
• Appreciation of the importance of an extraordinary customer experience in a people-centric organization
• Genuinely curious - always motivated to get to “the why” and solve difficult problems with a collaborative approach
• Self-starter mentality, with a drive to obtain a clear understanding of the Twin member journey, along with an ability to facilitate change management across key stakeholders as Twin continues to evolve 

Passion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases

• Working in the Pacific Time Zone will be required for this role

Compensation and Benefits  

The compensation range for this position is $60,000-$70,000 annually. 

In addition, 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
• 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