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Salary: USD 80,000 - 90,000 / annual
Thatch is seeking a Product Support Specialist to serve as a technical subject matter expert on their benefits platform. This is not a typical support role—it combines customer-facing support with strategic process improvement, technical problem-solving, and cross-functional collaboration.
You will be the trusted advisor to business leaders and HR administrators, ensuring they have a seamless experience with the platform. Your responsibilities include analyzing and resolving complex technical issues through direct customer interaction (email, phone, video), conducting consultative calls on insurance and compliance topics, and developing deep product expertise by working closely with Engineering, Product, and Operations teams.
Key responsibilities:
- Troubleshoot and resolve complex platform issues independently by reviewing databases, analyzing system logs, and partnering with engineering teams
- Translate technical findings into clear, accessible customer communications
- Build and maintain relationships with large mid-market and enterprise accounts
- Create and refine self-service documentation to reduce support volume
- Collaborate with Product and Engineering to improve the platform based on user feedback
- Lead cross-functional projects to identify process inefficiencies and implement long-term solutions
Required background: 3+ years in customer-facing operations or technical support within complex B2B environments (SaaS, fintech, healthtech, or benefits). You should have excellent written and verbal communication skills, proven ability to handle high volumes with quality, experience collaborating with engineering teams, and a track record of being the go-to person for difficult issues.
Desirable experience includes SQL proficiency for data analysis, familiarity with HR billing reconciliation and payroll deduction reporting, background at fast-growing tech companies, and a history of building customer-facing resources that reduce support volume.
This role offers a launchpad for career growth at a high-growth technology company. The interview process includes four 30-minute video meetings covering background, role-specific experience, team fit, and cultural alignment with founders.
