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Salary: USD 95,000 - 130,000 / annual
Thatch is seeking a Member Experience Specialist to join their San Francisco office and serve as a trusted point of contact for members navigating healthcare through their platform. This role sits at the intersection of customer support and operations, combining frontline member support with cross-functional collaboration to improve the overall experience.
Day-to-day responsibilities include providing high-quality support via email and phone to members with questions about benefits, insurance, and platform workflows. You'll own support issues end-to-end, meeting designated SLAs while delivering empathetic, comprehensive solutions. A key part of the role is identifying recurring issues and patterns, then partnering with Operations, Engineering, Product, and Customer Success teams to address root causes and prevent recurrence.
Beyond reactive support, you'll contribute to building more scalable systems. This includes improving internal processes, enhancing support documentation, identifying automation opportunities, and coordinating with cross-functional teams on complex workflows that touch multiple departments.
The ideal candidate has 1–4 years of experience in customer support, healthcare, health tech, or similar member-facing roles. You should have excellent written and verbal communication skills, with the ability to break down complex healthcare and financial concepts for diverse audiences. You'll thrive under pressure, move at high velocity, and be motivated by the intersection of health tech and fintech. Experience with health insurance, ICHRA, or complex financial/compliance products is a plus, as is a track record of building customer-facing resources that reduce support volume or receiving exceptional customer feedback.
The role requires on-site presence in San Francisco; relocation support is available for qualified candidates.
