• Review customer configurations and debug VCL logic and Compute (Wasm) applications. • Guide customers through the Fastly Control Panel, RBAC configurations, and custom observability dashboards. • Resolve technical inquiries across email, chat, and Slack with a target first response time (FRT) of less than 30 minutes. • Educate customers on edge architecture and troubleshooting methodologies. • Resolve technical inquiries across email, chat, and portal engagements. • Recognize when to ask for help and properly escalate support cases. • Monitor metrics during large network events and proactively report degradation.

• Serve as the first point of contact for customers via various channels such as email, chat, and video conferencing tools • Provide prompt assistance to customers by actively listening to their concerns and inquiries • Identify, troubleshoot, and resolve customer issues promptly and effectively • Collaborate with cross-functional teams, including Product, R&D, and Customer Success • Document and maintain detailed records of customer inquiries and resolutions in Zendesk • Stay up-to-date with product knowledge, policies, and industry trends • Contribute to the development and maintenance of customer support resources

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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 for defining top-tier customer support. - Partner with Senior Leadership to build and expand the customer support function over time. - Serve as a key liaison between Twin’s member base, our Clinical Operations team, and the L2/engineering support team. - Create insights to inform ongoing optimizations to the digital experience. - Excited to grow within the clinical operations team and bring a fresh perspective to wow and retain our member-base. This position is a 90-day temporary role with the opportunity to extend. The schedule for this position is 8:30am-5pm PST Tuesday-Saturday OR 8:30am-5pm PST Sunday-Thursday. 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 the 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 - Completed a post-secondary program preferred. - 3+ years of experience in technical support or customer-facing roles. - Must be able to pass a background check. Requirements - 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 work style, consistently meet productivity metrics while working autonomously. - 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). - 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 - The compensation range for this position is $21.00-$24.00 hourly. - 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.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Support Optimization Manager AI & Automation is responsible for designing, building, testing, and continuously improving AI-driven support workflows within Intercom. This role focuses on making Fin (Windy) effective at handling defined tasks, while ensuring Support agents are set up to focus on complex issue resolution. - Build, configure, and maintain Fin (Windy) workflows, automation, and task-based experiences within Intercom. - Test and validate Windy responses, task handling, and automation logic prior to release. - Partner with Engineering to define, test, and support required data connectors and integrations. - Write and maintain task procedures and decision logic used by Windy. - Create, refine, and QA snippets and responses used by Windy to answer trader questions. - Continuously monitor performance and accuracy of Windy and automation workflows. - Identify gaps, edge cases, and failure points, and iterate to improve reliability and usability. - Assist with Help Center articles and supporting documentation as needed to ensure content alignment. - Ensure workflows and automation align with defined CX standards and compliance requirements. - Participate in agent feedback loops to ensure solutions reduce friction and do not introduce new complexity. - Support ongoing experimentation, testing, and rollout of new automation use cases. - Document workflows, logic, and changes to ensure maintainability and knowledge sharing. Qualifications - 4+ years of experience in support operations, automation, or CX tooling roles. - Deep, hands-on expertise with CRM’s, including workflows, bots, reporting, and automation. - Experience working with AI-driven support tools, including Fin or similar conversational AI platforms. - Strong experience testing, QA’ing, and maintaining automated workflows and integrations. - Comfort partnering with Engineering on technical requirements and data integrations. - Strong understanding of support operations and frontline agent workflows. - Detail-oriented with a strong bias toward quality and reliability. - Ability to clearly document logic, procedures, and workflows. - Excellent problem-solving and communication skills. Requirements - Experience building and maintaining data connector-driven automation. - Ability to translate complex processes into clear, task-based automation flows. - Strong prioritization skills in fast-moving environments. - Comfort iterating quickly while maintaining operational accuracy. - Proficiency with Intercom Workflows and Fin. - Intercom Academy Certification (or demonstrated progress toward certification), indicating deeper expertise with Intercom workflows, automation, reporting, and AI tools such as Fin (Windy). - Basic understanding of Google Suites, including Sheets, Docs, Slides, and Forms. Benefits - Topstep is an engaging working environment which ranges from fully remote to hybrid. - Seven Company-paid Holidays and generous Family Leave. Paid time off is front-loaded. - Competitive 401(k) matching, health, dental, and vision insurance is offered for full-time employees. - Vacations are encouraged with a bonus for taking 5 consecutive days. - Employee referrals are bonused. - Topstep offers a food and groceries budget and contributes towards health and wellness. New Hire Base Salary Range - $80,000 - $90,000. - Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents. - The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. Equal Opportunity Employer Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.