Thatch
Member Experience Specialist
Austin, Texas, United States
Sponsorship not specified$65k-$80kDetected 17 hours ago
Customer SuccessCustomer SupportCommunication
About the role
- You'll be the human element of Thatch, serving as a trusted point of contact for members across their member journey.
- 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.
Responsibilities
- 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
Compensation
- Estimated Compensation Range
Benefits
- 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
- 1-4 years of experience in customer support, healthcare or health tech services, or similar member-facing role
- Strong motivation to work at the intersection of health tech and fin tech, supporting a highly complex product
- Experience supporting health insurance, ICHRA, or complex financial/compliance products
Company info
- Background we're looking for
This listing is sourced directly from Thatch's careers page and normalized into a canonical job model.