Member Support Team Lead

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Digital Health, HealthcareIndustries

Requirements

The ideal candidate will have experience in team leadership and a strong understanding of customer support operations, including proficiency with Zendesk and Jira. A background in healthcare or a related field is preferred, along with excellent communication, problem-solving, and collaboration skills. Experience in process improvement and quality control is also beneficial.

Responsibilities

The Member Support Team Lead will lead, mentor, and develop a frontline support team, ensuring timely and empathetic issue resolution for Twin members. Responsibilities include managing Zendesk queues and ticket operations to meet SLAs, overseeing workflows like sensor replacement, and collaborating with cross-functional teams to resolve issues. The role also involves driving process improvements, conducting quality control checks, monitoring performance metrics, and providing regular updates to leadership.

Skills

Member Support

Team Leadership

Issue Resolution

Zendesk

Support Workflows

Healthcare

Twin Health

Monitors and treats chronic metabolic diseases

About Twin Health

Twin Health focuses on addressing chronic metabolic diseases by targeting their root cause: damaged metabolism. The company operates in the healthcare and wellness market, specifically for individuals suffering from conditions like diabetes and Metabolic Syndrome. Twin Health uses its Whole Body Digital Twin technology, which combines sensors, artificial intelligence, and medical science to create a virtual model of the human body. This technology allows for real-time monitoring and analysis of a person's metabolic functions, enabling the creation of personalized treatment plans. Unlike its competitors, Twin Health emphasizes reversing and preventing these diseases through a subscription-based model that provides continuous support and updates. The goal of Twin Health is to effectively manage and reduce the prevalence of chronic metabolic diseases, improving the health of millions globally.

Mountain View, CaliforniaHeadquarters

2018Year Founded

$227.1MTotal Funding

LATE_VCCompany Stage

AI & Machine Learning, HealthcareIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Unlimited Paid Time Off

Parental Leave

Health Savings Account/Flexible Spending Account

Company Equity

Remote Work Options

Flexible Work Hours

Risks

Competition from companies like Virta Health threatens Twin Health's market share.

Privacy concerns and regulatory scrutiny challenge wearable technology data collection.

Economic downturn may impact consumer spending on health subscriptions, affecting revenue growth.

Differentiation

Twin Health's Whole Body Digital Twin offers real-time metabolic monitoring and personalized treatment.

The platform integrates AI, sensors, and medical science to reverse chronic diseases.

Twin Health targets root causes of metabolic diseases, unlike competitors focusing on symptoms.

Upsides

Growing digital twin market offers strong potential for Twin Health's technology.

Increasing trend in personalized medicine aligns with Twin Health's treatment approach.

AI-driven solutions adoption by healthcare providers enhances collaboration opportunities for Twin Health.

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