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Salary: USD 85,000 - 105,000 / annual
Thatch is hiring a Member Experience Specialist to serve as a frontline support specialist for members navigating healthcare benefits and insurance through the Thatch platform. This role bridges customer support and operations, combining direct member assistance with cross-functional collaboration to improve the overall experience.
Day-to-day responsibilities include providing high-quality support via email and phone, responding to questions about benefits, insurance, and platform workflows. You'll own support issues end-to-end, meeting 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 systemic improvements: helping refine internal processes, enhancing support documentation, identifying automation opportunities, and building customer-facing resources (help articles, videos, templates) that reduce support volume over time. You'll also coordinate with Employer Support and other cross-functional teams on issues spanning multiple workflows.
The ideal candidate has 1–4 years in customer support, healthcare/health tech, or similar member-facing roles. You excel at breaking down complex concepts, communicate clearly under pressure, and thrive at the intersection of health tech and fintech. Experience with health insurance, ICHRA, or complex financial/compliance products is a plus. You must be based in or willing to relocate to the Tampa Bay Area.
Thatch values integrity, talent, and drive. The interview process includes five 30-minute sessions: initial background conversation, deep dive with hiring manager, team meet-and-greet, live case study, and a conversation with founders about culture and operating principles.
