About the roleWe're hiring a Member Experience Specialist based in our San Francisco office to support Thatch members - the people at the heart of our platform - and ensure they can access and navigate their healthcare with confidence.
You'll be the human element of Thatch, serving as a trusted point of contact for members across their member journey. You'll educate new members on their benefits, help solve complex problems that emerge in the healthcare experience, and ensure our members feel supported in challenging moments.
You will also play a key role in identifying patterns, surfacing issues, and escalating bugs or edge cases to the appropriate teams to ensure customer issues get addressed quickly. You will partner closely with Operations, Engineering, Customer Success, and Product to ensure issues are resolved effectively and do not recur.
Beyond day-to-day support, you will work with Operations and Product to improve the systems behind the scenes and strengthen the overall member experience. This includes contributing to more scalable support workflows, improving documentation, and identifying opportunities for automation over time.
What you'll do- Provide high quality frontline support to members via email and phone channels, responding to questions and resolving issues related to benefits, insurance, and other core workflows supported by the Thatch platform
- Meet designated SLAs and success metrics that define our best-in-class support team
- Own support issues end-to-end, ensuring fast and empathetic responses and comprehensive solutions
- Identify recurring issues and partner with cross-functional teams to address root causes
- Help improve internal processes, support documentation, and team resources that drive the Member Support team's internal efficiency and member experience outcomes
- Coordinate with Employer Support and other Operations teams on issues that touch cross-functional workflows
Background we're looking for- 1-4 years of experience in customer support, healthcare or health tech services, or similar member-facing role
- Excellent written and verbal communication skills - you can break down complex concepts to new audiences and drive clarity in high stress situations
- Strong motivation to work at the intersection of health tech and fin tech, supporting a highly complex product
- Ability to work effectively with Operations, Product, and Engineering teams to resolve customer issues and improve the customer experience
- Proven ability to perform under pressure - you can do great work while moving at a high velocity
- Based in or willing to relocate to the San Francisco Bay Area, with the ability to work on-site
Experience we'd be particularly excited about- Experience supporting health insurance, ICHRA, or complex financial/compliance products
- History of proactively building customer-facing resources (help articles, videos, templates) that reduce support volume
- Demonstrable pattern of receiving exceptional customer feedback and serving as a quality benchmark for peers
What to expectWe interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you'll be doing every day as best we can, and we move quickly. Here's what to expect:
- 30 minute video meeting to talk through your background and interest in Thatch
- 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute video meeting to meet 2-3 members of the team
- 30 minute video meeting with the hiring manager to work through a live case study
- 30 minute video meeting with our founders to discuss your approach to culture and our operating principles
Estimated Compensation Range
$95,000-$130,000 USD
